Customer Service and Support

SAP NS2 CAS Performance Management Engineer - Virtual

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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.


Must be a U.S. Citizen; SAP NS2 does not offer Visa sponsorships for this role.

All internals must have the manager’s approval to transfer.


SAP NS2 is seeking a Senior Support Engineer for the CAS Delivery Team.



Implementing best-in-class operations procedures to manage business processes in Cloud and SAP HANA environments is the key challenge for SAP and its customers. A key service for customers during the operations phase at NS2 is the SAP Cloud Application Services (SAP CAS). The mission of NS2 CAS Delivery is to maximize customer success in the run phase of the SAP software lifecycle by taking over responsibility for smooth end to end operations and lowering customers total cost of operation.

CAS offerings provide company-specific post-implementation support, optimization, and improvement to manage day-to-day application, technical and database operations in a secure cloud environment.


The Senior Support Engineer brings expert technical and/or application knowledge to deliver standard and custom CAS Packages for our NS2 Cloud customers. You will be responsible for independently leading and delivering performance testing of an S/4HANA environment. You will have excellent knowledge of Performance Optimization. Specifically, how to test, trace and optimize both individual business process steps as well as full processes under load. You will put together testing plans based on customers’ business requirements. You will both provide recommendations as well as assist in the implementation of said recommendations.



  • The Senior Support Engineer is responsible for delivering Standard and Custom CAS Packages for secure NS2 Cloud Customers.
  • Ability to own, lead and coordinate operational tasks.
  • Deep dive on issues, with ability to perform root cause analysis for critical customer support issues and communicate complex recommendations to customer leadership.
  • Mentor and guide junior members of the team.



  • U.S. Citizenship required.
  • Bachelor’s degree in Engineering, Management Information Systems, or Science (Mathematics, Computer Science, Chemistry, Physics, etc.).
  • Independently lead and deliver Performance Management testing engagements.
  • Excellent knowledge of SAP Performance Optimization, SAP testing best practices, and/or Root Cause Analysis.
  • Ability to optimize system performance at the following points:
    • End to End response time.
    • Sequential Roundtrips between the front end and application layer.
    • CPU time and Memory Consumption.
    • DB request time.
    • Data volume transferred between the front end and application layer.
  • Assist in issue remediation, including:
    • System configuration and parameter changes.
    • Database configuration updates and indexing.
    • Application of technical notes.
    • Workload and work process balancing.
  • Use Customer core business processes to create a business centric load scenario for baselining and execution of load test execution.
  • Provide customer recommendations in line with SAP Best practices as well as analysis of end-to-end response time.
  • Create and maintain knowledge documents to support our customers and help colleagues to prevent similar issues or requests.



  • Good understanding of general programming concepts, infrastructure concepts and operating systems, and general database knowledge.
  • Good understanding of SAP Products including but not limited to S/4HANA, Netweaver and HANA.
  • Experience working with software applications with deep experience in S/4HANA Cloud Environments.
  • At least 2-3 years of work experience as an architect for cloud applications/services and architecture.



  • 0-10%




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.


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 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 90,100 - 191,100 USD. 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.



Requisition ID:  373040
Posted Date:  Sep 9, 2023
Work Area:  Customer Service and Support
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%

Newtown Square, PA, US, 19073

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Nearest Major Market: Philadelphia

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