Customer Service and Support

Senior Support Engineer

Requisition ID: 342074
Work Area: Customer Service and Support
Expected Travel: 0 - 20%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T3
Hiring Manager: Rohit Dwivedi 
Recruiter Name: Thea Carino
Additional Locations:

Original Posting Date: May 6, 2022

Location:  Newtown Square, PA (and various client sites nationwide)


Purpose and Objective:  
SAP America, Inc seeks a Senior Support Engineer at our Newtown Square, PA location and various client sites nationwide responsible for performing and leading overall analysis of situation at key accounts.


Expectations and Tasks:
Identify top issues in key account engagements. Lead analysis of system landscape and technical issues. Lead analysis of core business processes for all applications. Lead analysis of system and application operation. Deliver functional or technical tasks in MaxAttention projects. Co-operate with the Focus Technical Quality Manager (TQM) to answer difficult functional or technical questions and execute concrete tasks. Deliver Onsite & Remote services for MaxAttention, Active Embedded and Mission Critical. Support (escalations & task forces, MCS Backoffice) including Optimization, Assessment, Technical Integration/ Validation, Empowering trainings and workshops and Engineering Services and System Landscape Optimization (SLO). Deliver Expert Guided Implementation. Drive the development of necessary supportability features and support offerings. Assess the impact of business changes and product innovations. Deliver high-end services without tool support. Develop comprehensive service offerings and drives industrialization. Analyze functional gaps in ICC and developments to close gaps. Adapt standard service products to customers' individual needs. Drive in projects and key project member. Take over development tasks in projects or service development. Deliver root cause analysis of complex situations. Use Agile methodologies for iterative software development. Gather business requirements and creates user stories in issue tracking tools. Engage frequently with developers and tracks leads to ensure goals are reached. Perform quality assurance (QA) activities to test technical and functional solutions. Demonstrate new functionalities to stakeholders upon completion of Sprints. Create and complete test cases each Sprint and guides user acceptance testing. 20% travel required to various client sites nationwide.


Education and Qualifications/Skills and Competencies: 
Bachelor's degree in Computer Science, Engineering, and related field of study and 5 years of experience required. The company will also accept a Master's degree and 3 years of experience.


Work Experience: 
Experience must involve 3 years in the following: SAP Supply Chain Management (SCM) solutions for Logistics; SAP Extended Warehouse Management; 3-5 years in SAP ECC solutions and S/4HANA; SAP ABAP Programming and Performance analysis; Critical customer management and root cause analysis of complex technical issues in SAP solutions; and End-to-end implementation or solution assessments using SAP best practices. 20% travel required to various client sites nationwide.


Travel:  20% travel required to various client sites nationwide.


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:  342074
Posted Date:  Jun 4, 2022
Work Area:  Customer Service and Support
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 20%

Newtown Square, PA, US, 19073

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Nearest Major Market: Philadelphia

Job Segment: Logistics, QA, Quality Assurance, Testing, Supply Chain Manager, Operations, Quality, Technology