SAP NS2 Support Engineer - BTP

We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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. 

SAP NS2 Support Engineer (BTP) - Virtual 

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 sponsorships for this role.  All internals must have manager’s approval to transfer. 

 SAP NS2 Secure Cloud Support organization is seeking an experienced Software Support Engineer for the SAP Business Technology Platform. Must be able to work PST hours.

The primary responsibilities of this role are core customer support, innovation and proactive activities and participation in a continuous learning culture. Individuals in this position align most frequently with our customers in this role and work collaboratively with local people managers and technical leads to delight our customers. 

Individuals in the Support Engineer profile are the foundation of the Product Secure Support organization. These individuals are gaining technical knowledge in their Product Family and expanding their knowledge to include other Product Families. They help customers resolve more complex issues and do so in a way that consistently delivers a high level of satisfaction. Responsibilities, success factors and competencies can include the following, but may be customized due to regional or business need. 

Key Responsibilities: 

1) Deliver Core Customer Support 

2) Proactive Support and Innovation Activities  

3) Embrace Continuous Learning Culture 

• Handle sensitive escalated customer issues in team environments and individual-driven actions (incident solving or real-time support), in cooperation with experienced support engineers if necessary while maintaining a high level of customer satisfaction. 

• Resolve known errors by means of SAP Notes, Knowledge Base Articles, info docs derived from solved customer incidents, documentation, WIKI or verifying customized entries or hardware parameters. 

• Perform root cause analysis and provide solutions to customers in complex environments for specific fields/areas. 

• 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. 

• Processing P1 (Priority 1) incidents, requesting assistance as required.  

• Work collaboratively with Engineering and Operations teams as required and be comfortable acting as the case owner to drive cases to completion 
• 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. 

• Participate in the SAP Community to help with incident deflection by participating in community discussions in customer and partner communities (blog posts, tips and tricks, etc.) 

• Drive improvement of Knowledge quality in area of expertise, both internally & externally. 

• Work in de-escalation and war rooms (Engage in critical customer situations - e.g: CIM escalation, account escalation). 

Experience & Educational Requirements

• Bachelor’s degree in Computer Science
• 2+  years of implementing, administering, and troubleshooting enterprise level applications 
• Must be able to work PST hours  
• 2+ years of experience in a technical support engineer role within SAP or NS2
• Basic to advanced understanding of business processes within one application/technology area 
• Language: Must be fluent in English  

Bring out your best

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. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.  

We win with inclusion

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: Careers@sap.com.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

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.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the hourly base salary rate range applicable for the posted role. The targeted range for this position is 71500 - 121600(USD) USD. The actual amount to be offered to the successful candidates will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process.  SAP offers limited benefits for employees hired into hourly or like roles subject to appliable plan/policy terms. A summary of benefits and eligibility requirements can be found by clicking this link:  SAP North America Benefits.

Requisition ID: 411712 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations:  #LI-Hybrid

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