SAP NS2 Senior Support Engineer

SAP IT Business Systeme; Herndon (VA); On-site; USD 92,000 - 199,000; Full time

Job summary

SAP NS2 is seeking a Senior SuccessFactors Support specialist to guide customers through onboarding, compensation, and core data challenges. You will resolve Priority 1 incidents and document solutions, collaborating with development teams as needed.

This role requires deep SuccessFactors knowledge, the ability to work in a fast-paced environment, and a commitment to steady learning as SAP evolves its cloud offerings.

Qualifications

• Deep SuccessFactors experience with onboarding flows and core data.
• Ability to process Priority 1 incidents and coordinate with development teams.
• Experience with Knowledge Management and troubleshooting in complex environments.

Responsibilities

• Resolve known errors via SAP Notes, KB articles, info docs, documentation, and verification of customized entries or hardware parameters.
• Perform root cause analysis in complex environments and reproduce customer issues to identify the true source, coordinating with development teams for final solutions.
• Handle sensitive escalated cases, support weekend and 24x7 work, own the queue to meet SLAs, and process P1 incidents with calm focus.

Skills

Customer Engagement

Product Thinking

Data Analysis

Root Cause Analysis

Incident Management

Knowledge Management

Troubleshooting

Onboarding

Compensation

LMS

Job description

• Compensation: USD 91,900 - USD 199,000 - yearly

Company Description

NS2 COMPANY DESCRIPTION

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.

This position requires access to customer data. Must be a U.S. citizen; SAP NS2 does not offer Visa sponsorships for this role. All internals must have manager’s approval to transfer

Job Description

What you’ll bring
You bring deep SuccessFactors experience and a steady approach to complex customer issues. You use your knowledge of learning tools, onboarding flows, core data, and compensation features to guide your work. You’ll be able to demonstrate capability of processing Priority 1 incidents while requesting assistance as required. You expand your technical range with steady curiosity and adapt your skills as your customers’ needs evolve within a continuous learning culture.

What you’ll build
You deliver core customer support by resolving known errors through SAP Notes, Knowledge Base Articles, info docs, documentation, WIKI content, and verification of customized entries or hardware parameters. You perform root cause analysis in complex environments and reproduce customer issues to identify the true source, working with development teams when final solutions require deeper insight. You handle sensitive escalated cases, support weekend and 24x7 work, take ownership of the queue to meet SLAs, and process P1 incidents with calm focus while growing your specialization. You support proactive support and innovation activities through testing, knowledge creation, prevention of repeat issues, de-escalation efforts, community contributions, and steady engagement in a continuous learning culture.

Where you belong
You join a team that values clear thinking, steady collaboration, and shared learning. You work with colleagues who support your growth, welcome your ideas, and help you expand across product families. You help build a secure cloud service that customers trust because of the team’s consistent care, open communication, and commitment to learning together each day.

Qualifications

Customer Engagement, Product Thinking, Data Analysis, Root Cause Analysis, Incident Management, Customer Orientation, Systems Thinking, Knowledge Management, Troubleshooting (Problem Solving), Business Process Automation, Business Process Modeling, Technical Support, Success Factors Modules Platform: Onboarding, Recruiting, Employee Central, Compensation, LMS preferred

Preferred AI Qualifications:

AI Content Curation, AI Assisted Development, Observability, Context Engineering, AI Output Quality Assurance, Agentic AI Day-to-Day Practice, AI-Assisted Automation and Prototyping, AI Adoption Capability

Additional Information

All your information will be kept confidential according to EEO guidelines.

About SAP
With a global network of customers, partners, employees, and thought leaders, SAP helps the world run better and improves people’s lives.
As a leader in enterprise applications and business AI, SAP stands at the nexus of business and technology. For over 50 years, organizations have trusted SAP to bring out their best by uniting business-critical operations spanning finance, procurement, HR, supply chain, and customer experience.

We win with inclusion
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 world.
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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.

Compensation Range Transparency
SAP believes pay transparency is essential to fostering an honest, supportive, and inclusive culture and is an important part of our commitment to pay equity. The salary range for this position is included in the job posting. The actual compensation offered to the successful candidate will fall within that range and will depend on factors such as education, skills, experience, location, and scope of the role, as determined through the selection process. Where applicable, SAP may also provide variable incentive opportunities and additional benefits, subject to the terms of the relevant plans and policies. Any variable incentive amount is target-based, with actual payouts dependent on company and individual performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits .

AI Usage in the Recruitment Process
For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.
Please note that any violation of these guidelines may result in disqualification from the hiring process.

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