NS2 Solution Support Engineer

Solution Support Engineering

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. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong.

What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

SAP is the global market leader for business software and related services, and SAP National Security Services Inc.® (SAP NS2®) is an independent U.S. subsidiary, offering SAP solutions with specialized 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.

Solution Support Engineers are providing complex technology or functional product and end-2-end solution support to customers. They perform root cause analysis and provide solutions in complex environments for specific fields/areas. They are key contributors to, and owners of, the knowledge management process which provides relevant content to customers through self-service offerings that are designed to increase user adoption and satisfaction, while reducing 1:1 support incidents.

Core tasks include:

• Deliver core customer support
• Reproduce customer issues identifying the root cause and interacting with the development team to provide a final solution when required
• Perform in weekend support and 24x7 support activities as required
• Taking ownership for the incoming queue to ensure fulfillment of customers' SLAs and other contractual KPIs when required by correctly escalating, transferring, and reducing priority on incidents
• Develop product specialization in at least one product area - HCM
• Demonstrate capability of processing P1 (Priority
  1) incidents, requesting assistance as required

Proactive Support and Innovation:

• Create and maintain knowledge documents to support our customers and help colleagues to prevent similar issues or requests. (WIKI content, Knowledge Base Articles, Guided Answers)
• Test internal systems to prevent future issues on customer's systems.
• Contribute to innovation projects aimed at achieving our Vision and Goals and act as a Change Leader in the achievement of those projects.
• Drive improvement of Knowledge quality in area of expertise, both internally & externally.

Continuous Learning:

• Find learning opportunities in daily tasks by staying curious and open to new experiences that will improve technical and functional knowledge.
• Attend e-Learning Lessons, Remote Learning Sessions, Classroom Training and Coaching
• Get certified in Classroom Training or e-Learning Lessons as required by product or people leaders
• Maintain your knowledge of new functionality and compliance changes
• Carry out new tasks and embrace new projects as requested by leaders in the organization
• Develop deeper technical skills like reading code / debugging / creation of small corrections where applicable.

Experience &

Educational Requirements:

• Bachelor or Master's degree in Technology, Computer Science, Business or equivalent work experience(1-2+ years) in related field preferred
• Basic to professional skills with one programming language such as ABAP, JAVA,.NET
• Basic to advanced knowledge of Business Management Basics and of Basic Business Processes
• English:
  Fluent

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development.

At SAP, you can bring out your best. We win with inclusion…