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Support Engineer Associate

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Date: Feb 18, 2021

City: Shanghai, 31, CN

Company: SAP



Requisition ID: 273999
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Graduate
Employment Type: Regular Full Time



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.


Support Engineer is accountable for troubleshooting & driving the resolution of product issues while engaging with all levels in the Support & Operations teams and ensuring consistent and up-to-date communication with customers.


Detailed Roles & Responsibilities:

  • Engage with customer, analyze configurations, application and system log files to determine the cause of issue.
  • Work closely with peers globally to ensure issue updates and resolution within SLAs.
  • Report errors/bugs to Development.
  • Provide basic consulting for customers on procedural issues and queries.
  • Share and document knowledge & best practices.
  • Give an accurate handover of business-critical occurrences to peers in other locations across the globe.
  • Participate in weekend support coverage as per roster planned globally.
  • Continually develop expertise on new releases and product as demanded by business environment.



Required skills

  • English speaking, Japanese is a plus.
  • Bachelor or Master degree in any discipline complemented by equivalent work experience


Preferred skills

  • Have work/intern experience in customer service with customer focus mindset.
  • SuccessFactors Solutions or equivalent products in HCM/HXM.
  • Strong analytical & logical skills, problem resolution, analysis and documentation skills.
  • A team player; enjoys working with international teams.
  • Ability to manage & prioritize own workload/tasks.
  • Ability to work with high sense of urgency and willingness to commit the additional time and effort on high impact issues.



  • 0-3 years of experience in customer facing engagements



Shanghai, China







Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.

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 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: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com).

Successful candidates might be required to undergo a background verification with an external vendor.

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