SAP NS2 Senior Support Engineer

• Compensation: USD 91,900 - USD 199,000 - yearly

NS2 COMPANY DESCRIPTION

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.

This position requires access to customer data. Must be a U.S. citizen; SAP NS2 does not offer Visa sponsor ships for this role. All internals must have manager’s approval to transfer

What you’ll bring
You bring deep Success Factors experience and a steady approach to complex customer issues. You use your knowledge of learning tools, onboarding flows, core data, and compensation features to guide your work. You’ll be able to demonstrate capability of processing Priority 1 incidents while requesting assistance as required. You expand your technical range with steady curiosity and adapt your skills as your customers’ needs evolve within a continuous learning culture.

What you’ll build
You deliver core customer support by resolving known errors through SAP Notes, Knowledge Base Articles, info docs, documentation, WIKI content, and verification of customized entries or hardware parameters. You perform root cause analysis in complex environments and reproduce customer issues to identify the true source, working with development teams when final solutions require deeper insight. You handle sensitive escalated cases, support weekend and 24x7 work, take ownership of the queue to meet SLAs, and process P1 incidents with calm focus while growing your specialization.

You support proactive support and innovation activities through testing, knowledge creation, prevention of repeat issues, de-escalation efforts, community contributions, and steady engagement in a continuous learning culture.

Where you belong
You join a team that values clear thinking, steady collaboration, and shared learning. You work with colleagues who support your growth, welcome your ideas, and help you expand across product families. You help build a secure cloud service that customers trust because of the team’s consistent care, open communication, and commitment to learning together each day.

Customer Engagement, Product Thinking, Data Analysis, Root Cause Analysis, Incident Management, Customer Orientation, Systems Thinking, Knowledge Management, Troubleshooting (Problem Solving), Business Process Automation, Business Process Modeling, Technical Support, Success Factors Modules Platform:
Onboarding, Recruiting, Employee Central, Compensation, LMS preferred

Preferred AI

Qualifications:

AI Content Curation, AI Assisted Development, Observability, Context Engineering, AI Output Quality Assurance, Agentic AI Day-to-Day Practice, AI-Assisted Automation and Prototyping, AI Adoption Capability

All your information will be kept confidential according to EEO guidelines.

About SAP
With a global network of customers, partners, employees, and thought leaders, SAP helps the world run better and improves people’s lives.
As a leader in enterprise applications and business AI, SAP stands at the nexus of business and technology. For over 50 years, organizations have trusted SAP to bring out their best by uniting business-critical operations spanning finance, procurement, HR, supply chain, and customer experience.

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