Solution Support Engineer

Solution Support Engineers provide complex technology or functional product and end-to-end solution support to customers. They perform root cause analysis, deliver solutions in complex environments, manage knowledge management and self‑service content, and reduce 1:1 support incidents.

Must be a U.S. Citizen; this position requires access to customer data. All internal transfers require manager approval.

• Deliver Core Customer Support
• Proactive Support and Innovation Activities

• Reproduce customer issues, identify root cause, and work with the development team to provide a final solution when required.
• Perform weekend support and 24×7 support activities as required.
• Take ownership of the incoming queue to ensure fulfillment of customers’ SLAs and contractual KPIs by correctly escalating, transferring, and reducing priority on incidents.
• Develop product specialization in at least one product area – HCM.
• Demonstrate capability of processing Priority 1 incidents, requesting assistance as required.

• Create and maintain knowledge documents (e.g., Wiki content, Knowledge Base Articles, Guided Answers) to support customers and colleagues.
• Test internal systems to prevent future issues on customer systems.
• Contribute to innovation projects aimed at achieving our vision and act as a change leader.
• Drive improvement of knowledge quality in your area of expertise, internally and externally.
• Pursue learning opportunities by staying curious and open to new experiences.
• Attend e‑Learning, Remote Learning Sessions, Classroom Training, and coaching.
• Get certified in classroom or e‑learning lessons as required by product or people leaders.
• Maintain knowledge of new functionality and compliance changes.
• Carry out new tasks and embrace new projects as requested by leaders.
• Show willingness to fulfill different roles to network effectively with stakeholders.
• Develop deeper technical skills (reading code, debugging, small corrections).

• Bachelor’s or Master’s degree in Technology, Computer Science, Business or equivalent work experience (1–2+ years) in a 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.

Targeted annual combined range: 63 200 – 140 600 USD. Includes base salary and variable incentive target. Actual offer depends on education, skills, experience, scope of role, location, etc. See SAP North America Benefits for details.

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.

Requisition  | Work Area:
Customer Service and Support | Expected Travel: 0 – 10% |

Career Status: Professional |

Employment Type:

Regular Full Time | Additional Locations: #LI-Hybrid

Nearest Major Market:
Washington DC | Job Segment: SAP, Cloud, Testing, ERP, Technology, Customer Service