Customer Service and Support

Senior Support Engineer (f/m/d)

What we offer

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now!


Your daily work will contain the following, in percentage what you will be doing mostly:

Issue Resolution (65%)

  • You will troubleshoot and diagnose customer issues of greater complexity, investigating and resolving such issues and promptly responding to the customer which may involve multiple computer environments/platforms and application systems
  • Interact with network services, software systems, and applications
  • Assisting end users in using the software best on our best-practices and guidelines
  • Manage your own schedule of tickets, which includes determining priority levels and negotiating and setting expectations with customers
  • You will thoroughly document all issues, develop and review content for knowledge base using KCS
  • You will work directly with other international technical support staff, quality assurance, development, and the Account Team to resolve problems
  • Support customers via email, telephone and web sessions


Internal Improvement and Collaboration (20%)

  • You assist in the QA of beta products and pre-GA versions
  • Other teams, such as CSM, rely on your help and assistance with technical product issues
  • Helping the development or improvement of internal processes and tools to enhance the team’s performance and daily work


On-Premise installation and maintenance support (15%)

  • You install new deployments of software updates, including provisioning and working with customers to install it on their systems
  • You are THE internal expert on customer’s software configuration
  • In rare cases, visiting a customer to inspect or fix a customer systems



  • Several years experience in Customer Service, ideally in B2B Software companies
  • General understanding of SaaS & On-Premise systems
  • Experience in working with DBMS, web applications and Single-Sign-On technologies
  • Strong verbal and written communication skills in English and German
  • Strong analytical thinker who is focused on problem solving
  • Experience in Ticket system and time tracking (Jira) such as documentation systems (Confluence/KCS)
  • Basic installation and configuration knowledge of Databases (MySQL, MS SQL, Oracle, NoSQL MongoDB) with applications like (SQL Management Studio or MySQL Workbench, Robo3T etc.)
  • Experience with working remotely


#SAPBPIGTMCareers #SAPBPICareers #businessprocessintelligence #signavio #bpi #SAPMunichCareers


We are SAP

SAP innovations help more than 400,000 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 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.


Our inclusion promise

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide 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: Americas: or, APJ:, EMEA:

EOE AA M/F/Vet/Disability:

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.

Successful candidates might be required to undergo a background verification with an external vendor.

 Requisition ID:317944 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time  | Additional Locations: Virtual - Germany

Requisition ID:  317944
Posted Date:  Jun 19, 2022
Work Area:  Customer Service and Support
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%

Berlin, DE, 10787

Job alert

Job Segment: Cloud, QA, Quality Assurance, ERP, Database, Technology, Quality