SAP NS2 Solution Support Engineer

Solution Support Engineering

Solution Support Engineers are providing complex technology or functional product and end‑to‑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.

• Deliver Core Customer Support
• Proactive Support and Innovation Activities
• Embrace Continuous Learning Culture

• 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.

• 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.

• 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.
• Demonstrate willingness to fulfill different roles as required to network effectively with stakeholders in the business.
• Develop deeper technical skills like reading code / debugging / creation of small corrections where applicable.

• 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.

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

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e‑mail with your request to Recruiting Operations Team:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step towards demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted annual combined range for this position is 63200‑140600

USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the…