Customer Service and Support

Senior Support Engineer

We help the world run better

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!

Premium Hub CoE (Center of Expertise) is part of the delivery teams of our Cloud Success Delivery Organization.

We are searching for an ALM Consultant for Premium Hub CoE ALM Latin America. The position location will be in SAP Mexico City, focus of this team is on SAP Cloud ALM and SAP Solution Manager. The team is responsible to delivery Premium Engagement services for Key account customers in Latin America, covering the following type of Engagements:  MaxAttention, Active Attention and Value Assurance Package.


The Premium Hub CoE  is a team that delivers services of our SAP Premium Engagement portfolio, our main role as a team is to become a trusted advisor for the value realization, protection of investment and acceleration of innovation to Premium Engagement Customers. Our goal is continuing to proof the value of SAP MaxAttention as well as Safeguarding the customer projects ensuring optimal performance, availability and smooth operations of SAP software as well as to optimize technical and business process by delivering engineer services to our installed based customers.


In Premium Hub CoE  we follow the global team model designed to ensure efficient cross-region consistency and employee development quality of delivery customer expectations and overall satisfaction.

To meet the challenging requirements as ALM Senior Consultant, you should be a quick learner with strong Leadership, analytical skills, be creative, open-minded and possess the ability to communicate and convince others of the current plan of action based on the technical and functional facts and details. 

It will be your responsibility to mentor and act as the lead driver for critical situations and regular services delivery.

Candidates for this position will need to be able to communicate effective to management level, creating service plans and resolutions for escalated issues and be able to multi-task and manage a constant workload to support your team and customer requirements.



Please, submit your CV in English. Only CVs submitted in this language will be assessed.


The following is an outline of the main tasks and responsibilities involved in this role:

  • Strong knowledge and understanding of SAP Technologies such as: SAP Cloud ALM, SAP Solution Manager, BASIS, Hyperscaler offerings and IT Technologies 
  • Maintain technical architecture expertise to accomplish customer requirements




  • At least 6 years’ experience with SAP products and technology required
  • Strong customer-facing / customer management experience and business acumen
  • Proved knowledge about SAP Services




  • Knowledge of SAP products with a focus on Application Lifecycle Management topics (SAP Cloud ALM and SAP Solution Manager).
  • ABAP Development, SAP BTP or Performance Skills are a PLUS
  • Good Business Acumen
  • Excellent Soft Skills, to negotiate and present at C-level wit Customers
  • Ability to quickly gain insight into the customers' solution landscape and business processes with excellent business process knowledge
  • Team worker to collaborate with senior customer IT Managers
  • Ability to judge customer situations and projects regarding implementation success with reference to strategic support planning
  • Ability for presentation and conflict management skills, provide coaching and mentoring
  • Customer centric
  • Adopt an organized and efficient work-management style
  • Flexible, Systematic, strategic, assertive, communicative and creative focus



Bachelor or master’s degree in Computer Science, Technology, Maths, System Analysis, Engineering, Business Administration or equivalent work experience areas.





At SAP, we value a flexible work which allows every employee to run at their personal best. This is why, today, we pledge to flex – providing an approach that can fit every role, style, and location while continuing to meet our business and customer needs. With this pledge, we will provide:

  • An inclusive environment in which people have options of work models: work from home, at the office, or hybrid*, based on what fits best employee preferences and business requirements - employees discuss with their managers the possibilities and align together the best work setup.
  • Flexible work schedules, so employees can adapt their personal needs with rheir professional activities in a productive and satisfatory way.
  • A 100% trust-based workplace as the norm, not the exception.
    *subject to legal requirement

We build breakthroughs together

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.

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:
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.

Requisition ID: 342994  | Work Area: Customer Service and Support  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid

Requisition ID:  342994
Posted Date:  Jun 24, 2022
Work Area:  Customer Service and Support
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%

Mexico City, MX, 01210

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