Customer Service and Support

Support Engineer

Requisition ID: 341206
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T2
Original Posting Date: 5/2/2022


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


Purpose and Objective: 

SAP America, Inc seeks a Support Engineer at our Newtown Square, PA location responsible for working on the SAP Ariba Supply Chain Collaboration, SAP Ariba Product Sourcing and SAP CIG (Cloud Integration Gateway) which are used in Direct Material Procurement.


Expectations and Tasks:

Own and manage concurrent SRs in a ticketing system. Provide solutions to technical issues impacting customers’ business processes and their ability to conduct commerce through SAP Ariba applications. Adhere to KPIs, especially responsiveness SLAs and productivity goals. Report errors and code defects to development organizations; collaborate to prioritize fixes and validate solutions. Maintain personal broad knowledge of product area and deep component expertise. Participate in de-escalation plans and situation war rooms to resolve critical product issues impacting customer business operations. Collaborate with global support engineers across the product area to drive positive customer outcomes. Provide ongoing and timely communication via phone and email to customers regarding the status of their requests. Provide on-call support during evenings and weekends as required by a rotational schedule. Coach and mentor other Support Engineers to increase their product expertise and productivity. Drive creation of knowledge in component area of expertise and drives proactive proliferation of knowledge by creating Knowledge Base Articles and wiki documents. Maintain and follow personal development plan by leveraging formal training and knowledge plans. 10% travel required.


Education and Qualifications/Skills and Competencies:

Bachelor's degree in Computer Science, Engineering, Mathematics, Physics, Information Systems or related field of study and 3 years of experience required. The company will also accept a Master's degree and 2 years of experience. Employer will accept pre-bachelor’s degree experience.


Work Experience:

Experience must involve 2 years in the following: Build, Run, Use SQL queries for data extraction; RFC configuration and troubleshoot with BAPI calls; Troubleshoot and knowledge for Inbound and outbound IDoc processing; Debug ABAP code and analyze logs for SAP CRM, ERP and S/4HANA issues; Developing and executing ABAP/Java/JavaScript/HTML/CSS; Generating ABAP code corrections, code improvement, and developing new features; Develop and execute Open SAP Query Language to request or update Production data; Working with XML for CRM and ERP WebUI transactions; Application knowledge in ERP and S/4HANA Sales and Distribution Components; Troubleshoot and resolve issues related to CRM and ERP Sales/Service documents; SAPUI5 development and product management; Developing Slack Application, SAP Fiori Notification and OAuth 2.0 Authorization Framework; OData Service Creation using SAP NetWeaver Gateway Service Builder; Developing new functionalities for S/4HANA Output Management; Designing and Creating Sales Document Form Templates using Adobe LiveCycle Designer; Providing standard extensibility including Output Parameter Determination (BRF+ Configurations). Experience must also include: Application knowledge in CRM Services and Web UI Framework Components. 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:  341206
Posted Date:  Jun 29, 2022
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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