Customer Service and Support

Support Engineer

Requisition ID: 357245
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T2
Original Posting: 9/23/2022



Location:  Newtown Square, PA


Purpose and Objective: 

SAP America, Inc. seeks an Support Engineer at our Newtown Square, PA location responsible for handling incident resolution, including perform root cause analysis and provide solutions in complex environments for specific fields or areas.


Expectations and Tasks:

Provide workarounds where no immediate solution can be given and provide solutions in complex environments including code-fixes and changes in cooperation with development support. Focus on critical messages, such as escalations, action-plans, custom codes, and SLAs. Oversee escalated customer situations along with the partner. Participate in Supportability Lab content development, wherein he will own individual third-party product within the Supportability Lab. Collaboration with the partner to develop monitoring tools for third party products. Specialize in the monitoring of one or more partner solutions, such as technical monitoring, business process monitoring, interface channel monitoring, end user experience monitoring and end to end trace (RCA). Deliver customer-specific enhancement services around third party product monitoring (engineering services) and build SAP Solution Manager monitoring integration for the third-party products according to SAP standards. Ensure that services and documentation are available and up-to-date for his respective area of expertise. Handle Technical Onboarding to assist partner in relation to custom requests beyond our normal processes. Resolve integration and provide technical infrastructure to our partner to support our joint customers. Enhance existing SAP Resolve tools based on partner needs. Deliver new functionalities in SAP Resolve infrastructure to support partners providing the best support experience to joint customers. Leverage SAP Cloud Portal infrastructure and SAP ABAP backend to provide new functionalities in SAP Resolve. Provide third party integration via SAP Resolve API and SAP Cloud Integration infrastructure. Responsible for de-escalation activities. Handling service delivery, including delivery of SAP customer workshop explaining SAP and partner support model to customers. Deliver custom workshop to enable customer with our partner support products using tools developed in the supportability lab area. 10% travel required. Telecommuting permitted.


Education and Qualifications/Skills and Competencies:

Bachelor's degree in Computer Science, Engineering, Mathematics, Information Technology,  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 2 years in the following: ABAP development; Java, C/C++ Development language; HTML5 or JavaScript; SAP Support offerings; SAP Solution Manager as platform for E2E services; and presentation skills.


Travel:  10% travel required. Telecommuting permitted.


Internal use only: reference code lhrs4262





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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:  357245
Posted Date:  Sep 23, 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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