Customer Service and Support

Senior Services Engagement Engineer

Requisition ID: 391593
Work Area: Customer Service and Support
Expected Travel: 0 - 50%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T3
Additional Locations:




Location: Houston, TX 


Purpose and Objective:  
SAP America, Inc. seeks a Senior Services Engagement Engineer at our Houston, TX location to establish and manage long-term customer engagements related to adoption, consumption, and operation of digital innovation in SAP centric solutions.

Expectations and Tasks: 
Manages relevant activities to pro-actively support customer success or to resolve critical situations as required. Understand the customer's business, organization and how that organizational structure may affect the customer's success with SAP. Support analysis of current customer situation, maturity of SAP solution operations, and IT service delivery Engagement Setup. Understand engagement roadmap, innovation roadmap, focus areas and high-level delivery plan. Understand engagement performance expectations and adhere to delivery standards and KPIs Engagement Development. Support customer retention and contract renewals. Align, schedule, trigger, and follow-up on customer feedback. Identify and assess potential issues and risks related to SAP solutions and associated business processes. Create an action plan for root-cause analysis and resolution of the customer ‘s issues and top issues. Escalate critical situations with SAP and customer management when required. Manage execution of the engagement plan by aligning, scheduling, scoping, ordering and support of services the customer is entitled to. Prepare subject matter experts with customer specific information. Document and report engagement status. Promote most relevant SAP Processes and Tools, provide feedback to processes, and highlight improvement potential for SAP engagements.


Education and Qualifications/Skills and Competencies: 
Bachelor's degree or foreign equivalent in Computer Science, Engineering, Mathematics, or a related field and 6 years of progressive post-baccalaureate experience in the job offered or a related occupation. The company will also accept a Master’s degree or foreign equivalent in Computer Science, Engineering, Mathematics, or a related field and 4 years of experience in the job offered or a related occupation. 


Work Experience: 
Experience must involve 4 years in the following:
•    Technology Support Service and technical analysis;
•    SAP Basis, including security principals;
•    ABAP, NetWeaver, Java Stacks, and SQL root cause analysis;
•    Change Management Framework for SAP E2E200;
•    SAP Deployment Project support including scoping support plans, packages, and coordination of support activities;
•    Manage support services delivery to Business and IT customers;
•    Position support methodology and services for business development; and
•    Functional SAP Product implementation.


Travel: Position requires up to 50% domestic and international travel to various and unanticipated client sites. Telecommuting permitted.


This position is eligible for the Employee Referral Program subject to the eligibility criteria outlined in the SAP Internal Employee Referral Policy.



Internal use only: reference code lhrs4262



Compensation Range Transparency: The annual base salary range for this position is $133,910 - $164,985. 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 annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is $133,910 - $194,100. The actual amount to be offered to the successful candidate 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. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance.  Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits

To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.
SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable 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: Requests for reasonable accommodation will be considered on a case-by-case basis.

EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.
Additional Locations:  

Requisition ID:  391593
Posted Date:  May 25, 2024
Work Area:  Customer Service and Support
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 50%

Houston, TX, US, 77098

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