NS2 Support Engineer; SAC

Job Overview

We help the world run better. At SAP, we keep it simple: you bring your best to us, and we’ll bring out the best in you. We’re builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what’s next. What’s in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

SAP NS2 Secure Cloud Support organization is seeking an experienced Support Engineer for SAP Analytics Cloud (SAC) to provide technical support for planning, analytics, reporting, data connectivity, and administration scenarios in secure customer environments. Must be a U.S. citizen. This position requires access to customer data and a manager’s approval for transfers.

• Deliver core customer support for SAC, including incident resolution, real‑time support, and maintaining high customer satisfaction.
• Proactively support innovation activities such as creating knowledge content, identifying recurring trends, and contributing to incident deflection.
• Embrace continuous learning culture by staying updated on SAC features, releases, compliance requirements, and by providing coaching to peers.
• Handle sensitive and escalated customer issues, troubleshoot and resolve issues involving SAC stories, dashboards, planning models, data actions, live data connections, user provisioning, roles, permissions, tenant administration, performance, usability, and system behavior.
• Reproduce customer‑reported issues in test environments, perform root cause analysis, and collaborate with development and engineering teams for product fixes.
• Support customers in secure and regulated environments, ensuring adherence to service‑level agreements and contractual KPIs.
• Take ownership of the incoming support queue, correctly prioritize, escalate, transfer, and drive incidents through resolution.
• Participate in weekend support and 24x7 support activities as required.

• Hands‑on experience with SAP Analytics Cloud, including support, administration, implementation, or customer‑facing troubleshooting.
• Experience supporting one or more SAC capability areas: business intelligence and dashboarding, planning and forecasting, data modeling and data integration, security and user administration, live and import data connectivity.
• Working knowledge of SAP analytics ecosystem components such as SAP BW, SAP HANA, SAP S/4
  
  HANA, Datasphere, or related reporting/data platforms is strongly preferred.
• Technical troubleshooting skills, including debugging, tracing, log review, and verification of complex configuration/customizing.
• Experience working with customers in enterprise support environments with SLA‑driven case management preferred.

• 2+ years of experience implementing, administering, or troubleshooting enterprise software applications.
• Bachelor or Master Degree in Natural Science, Technology, Business, or equivalent work experience in a related field (preferred).

Annualized compensation range inclusive of base salary and variable incentive target: $63,200 – $140,600 USD.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. Qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, etc.), sexual orientation, gender identity or expression, protected veteran status, or disability.