Customer Service and Support

SAP NS2 Sr. Support Engineer (SAC) - Virtual - 20171

What we offer

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now!



SAP NS2 Support Engineer (SAC) - Virtual - 20171


SAP NS2 Secure Cloud Support organization is seeking an experienced Software Support Engineer for the SAP Analytics Cloud solution.



SAP is the global market leader for business software and related services, and SAP National Security Services Inc.® (SAP NS2®) is an independent U.S. subsidiary, offering SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers.

Must be a U.S. Person; NS2 does not offer Visa sponsorship for this role



Brief Description:

The primary responsibilities of this role are core customer support, innovation and proactive activities and participation in a continuous learning culture. Individuals in this position align most frequently with our customers in this role and work collaboratively with local people managers and technical leads to delight our customers.



Individuals in the Support Engineer profile are the foundation of the Product Secure Support organization. These individuals are gaining deeper technical knowledge in their Product Family and expanding their knowledge to include other Product Families. They help customers resolve more and more complex issues and do so in a way that consistently delivers a high level of satisfaction. Responsibilities, success factors and competencies can include the following, but may be customized due to regional or business need.

Key Responsibilities:

1) Deliver Core Customer Support

2) Proactive Support and Innovation Activities 

3) Embrace Continuous Learning Culture


Key Tasks:


  • Handle sensitive escalated customer issues in team environments and individual-driven actions (incident solving or real-time support), in cooperation with experienced support engineers if necessary while maintaining a high level of customer satisfaction.
  • Resolve known errors by means of SAP Notes, Knowledge Base Articles, info docs derived from solved customer incidents, documentation, WIKI or verifying customized entries or hardware parameters
  • Perform root cause analysis and provide solutions to customers in complex environments for specific fields/areas.
  • Reproduce customer issues identifying the root cause and interacting with the development team to provide a final solution when required.
  • Perform in weekend support and 24x7 support activities as required
  • Taking ownership for the incoming queue to ensure fulfillment of customers' SLAs and other contractual KPIs when required by correctly escalating, transferring, and reducing priority on incidents.
  • Develop product specialization in at least one product area.
  • Demonstrate capability of processing P1 (Priority 1) incidents, requesting assistance as required. 



  • Create and maintain knowledge documents to support our customers and help colleagues to prevent similar issues or requests. (WIKI content, Knowledge Base Articles, Guided Answers)
  • Test internal systems to prevent future issues on customer's systems.
  • Contribute to innovation projects aimed at achieving our Vision and Goals and act as a Change Leader in the achievement of those projects.
  • Participate in the SAP Community to help with incident deflection by participating in community discussions in customer and partner communities (blog posts, tips and tricks, etc.)
  • Drive improvement of Knowledge quality in area of expertise, both internally & externally.
  • Work as functional expert in de-escalation and war rooms (Engage in critical customer situations - e.g: CIM escalation, account escalation).


Experience & Educational Requirements

  • 2+ years of implementing, administering, and troubleshooting enterprise level applications
  • Experience working with software applications with deep experience in SuccessFactors including SAP Analytics Cloud, experience with People Analytics desirable.
  • Basic to advanced knowledge in one application/technology area / basic knowledge of at least one other area
  • Basic to advanced understanding of business processes within one application/technology area
  • Technical skills (debugging, tracing, verifying complex customizing)
  • Basic to advanced knowledge of Business Management Basics and of Basic Business Processes
  • Language: Must be Fluent in English 
  • Bachelor or Master Degree in Natural Science, Technology, Business or equivalent work experience in related field preferred.




We are SAP

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.


Our inclusion promise

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.


SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility 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:


EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.


COVID-19 Considerations​
We value the safety of each member of our community because we know we’re all in this together. In many locations, which may change over time, we’ve implemented a virtual hiring process and continue to interview candidates by video or phone.​
SAP prioritizes employees returning to work in the office, if that makes sense for their team. All U.S. employees must be vaccinated to enter SAP offices or attend SAP events at this time. Therefore, we expect all candidates to be fully vaccinated or to be approved by SAP for a legally permitted exemption prior to commencing work at SAP.

Requisition ID:327928 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time  | Additional Locations: 

Requisition ID:  327928
Posted Date:  Jun 28, 2022
Work Area:  Customer Service and Support
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%

Tampa, FL, US, 33607

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