Customer Service and Support

Support Engineer

Requisition ID: 342544
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T2
Original Posting Date: 05/11/2022
Recruiter Name: J.L. Andal
Additional Locations:


Job Title: Support Engineer


Location:  Lake Mary, FL


Purpose and Objective: 

SAP America, Inc seeks a Support Engineer at our Lake Mary, FL location responsible for handling sensitive escalated customer issues in team environments (swarming) 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.


Expectations and Tasks:


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. Take 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. Demonstrate capability of processing P1 (Priority 1) incidents, requesting assistance as required. 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. 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 as functional expert in de-escalation and war rooms (Engage in critical customer situations – e.g: CIM escalation, account escalation). Be involved in AIS / Development / Product Management activities driven by business requirements (e.g. Testing). Go on site to resolve critical product issue, if required. Carry out new tasks and embrace new projects as requested by leaders in the organization. 10% travel required.


Education and Qualifications/Skills and Competencies:


Bachelor's degree in Computer Science, Information Technology, Information Systems, Business Administration or related field of study and 1 year of experience required. The company will also accept a Master's degree and 0 years of experience. Employer will accept a three year or combination of degrees/diplomas as meeting the Bachelor’s degree requirement.


Work Experience:


Experience or coursework must involve: Performing root cause analysis and providing solutions in complex environments for specific fields/areas; Reporting errors to development organizations and involvement in incident reduction tasks such as creation of Knowledge Base Articles; Delivering standard application/technology trainings and workshops and Performing knowledge transfer to internal staff and external customers & partners; Product specialization –including reading code / debugging / creation of small corrections / SQL; Working as functional expert in de-escalation and war rooms, including engaging in critical customer situations such as CIM escalation, account escalation); and troubleshooting SAP HCM Products, assisting the customers with setting up/configuring them aligning to business needs. 10% travel required.


Travel:  10% travel required.


Internal use only: reference code lhrs4262



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.

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

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:  342544
Posted Date:  Jun 8, 2022
Work Area:  Customer Service and Support
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%

Lake Mary, FL, US, 32746

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