SAP NS2 Support Engineer; SAC

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.

SAP is the global market leader for business software and related services. SAP National Security Services Inc.® (SAP NS2®) is an independent U.S. subsidiary of SAP. At SAP NS2, we leverage best‑in‑breed technologies engineered by SAP to protect the lives, assets and information of Americans. We offer SAP solutions with specialised levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers.

Must be a US Citizen; this position requires access to customer data.

All internals must have Manager’s approval to transfer.

The primary responsibilities of this role are delivering expert‑level customer support for SAP Analytics Cloud
, driving proactive support and service improvement activities, and participating in a continuous learning culture. This individual will work directly with customers, technical leads and cross‑functional teams to resolve complex SAC issues and improve the customer support experience.

This role is ideal for someone with experience supporting or administering SAP Analytics Cloud in areas such as:

• Story and dashboard troubleshooting
• Planning models and data actions
• Data imports and live data connections
• User, role and tenant administration
• Performance analysis and issue reproduction
• Integration with SAP and non‑SAP data sources

Individuals in the Support Engineer profile are the foundation of the Product Secure Support organization. In this role, the engineer is expected to build deep technical expertise in SAP Analytics Cloud while expanding knowledge across adjacent SAP analytics and data integration technologies. They help customers resolve increasingly complex issues and do so in a way that consistently delivers a high level of satisfaction.

• Deliver core customer support
• Proactive support and innovation activities

• Handle sensitive and escalated customer issues related to SAP Analytics Cloud in both team‑based and individual support models, including incident resolution and real‑time support, while maintaining a high level of customer satisfaction.
• Troubleshoot and resolve issues involving:

• SAC stories, applications and dashboards
• Planning models, versions, calendars and data actions
• Data imports, exports and acquisition scenarios
• Live connections to SAP data sources such as SAP BW, SAP HANA and SAP S/4
  
  HANA
• User provisioning, roles, permissions and tenant administration
• Performance, usability and system behaviour issues
• Resolve known errors using SAP Notes, Knowledge Base Articles, product documentation, internal knowledge content and previously solved incidents.
• Reproduce customer‑reported issues in test environments, identify root cause and collaborate with development and engineering teams when product fixes or deeper analysis are required.
• Perform root cause analysis for complex SAC scenarios, including data connectivity, planning behaviour, story rendering, authorisation issues and tenant configuration.
• Support customers in secure and regulated environments, ensuring adherence to service‑level agreements and contractual KPIs.
• Take ownership of the incoming support queue by correctly prioritising, escalating, transferring and driving incidents through resolution.
• Participate in weekend support and 24×7 support activities as required.
• Develop deep product specialisation in SAP Analytics Cloud and serve as a subject‑matter resource for SAC‑related support cases.
• Demonstrate the ability to process Priority 1 (P1) incidents and engage appropriate stakeholders as needed.

• Create and maintain knowledge content to support customers and internal teams, including WIKI content, Knowledge Base Articles, troubleshooting guides and Guided Answers for SAP Analytics Cloud scenarios.
• Identify recurring SAC support trends and contribute to incident deflection through…