Customer Service and Support

Senior Support Engineer

Requisition ID: 342278
Work Area: Customer Service and Support
Expected Travel: 0 - 30%
Career Status: Professional
Employment Type: Regular Full Time
Original Posting Date: 5/9/2022



SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.



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. 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. Deliver onsite services as functional expert for broad area of topics.        Lead delivery teams and takes customer project responsibilities. Drive the development of necessary supportability features and support offerings. Deliver high-end services without tool support. Analyze of functional gaps in ICC and developments to close gaps. Implement specific best practice operations scenarios. Develop concepts for service / business process / best practices. 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. Oversee customer requests and expectations with consideration for project scope. 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. Provide training documentation and delivers trainings to business and IT users. 30% travel required to various client sites nationwide.


Education and Qualifications/Skills and Competencies:

Bachelor's degree in Computer Science, Engineering, Mathematics, Physics, Information Systems, or 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 Financials Architecture and Application components; SAP Finance Product core components; Programming skills for at least one programming language (ABAP or JAVA) as offered in Skills; SAP Root-Cause Analysis skills; SAP NetWeaver Architecture and Database performance tuning; Business Process performance optimization skills; Analysis of SAP Finance core business processes and related interfaces. Experience must also include: SAP Central Finance (Technical & Functional).  30% travel required to various client sites nationwide.


Travel:  30% 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:  342278
Posted Date:  Jun 7, 2022
Work Area:  Customer Service and Support
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 30%

Newtown Square, PA, US, 19073

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Nearest Major Market: Philadelphia

Job Segment: Testing, Quality Assurance, QA, Embedded, Computer Science, Technology, Quality