SAP NS2 Solution Support Engineer

SAP Belgium NV/SA; Herndon (VA); On-site; USD 63,200 - 140,600; Full time

Job summary

SAP is seeking a Solution Support Engineer in Herndon, VA to provide complex product and end-to-end solution support for customers, perform root cause analysis, and contribute to knowledge management to accelerate adoption and satisfaction.

You will handle incidents, reproduce issues, and coordinate with development teams; participate in weekend/24x7 support as required; develop product specialization (HCM); and contribute to knowledge quality through wiki content and guided answers.

Qualifications

• Bachelor or Master’s degree in Technology, Computer Science, Business or equivalent work experience (1-2 years) in related field preferred.
• Basic to professional skills with one programming language such as ABAP, JAVA, .NET.
• English: Fluent.

Responsibilities

• Deliver Core Customer Support.
• Proactive Support and Innovation Activities.
• Embrace Continuous Learning Culture.
• Reproduce customer issues identifying 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 - HCM.
• Demonstrate capability of processing P1 (Priority 1) incidents, requesting assistance as required.

Skills

ABAP

JAVA

.NET

Fluent English

Education

Bachelor or Master’s degree in Technology/CS/Business

1-2 years related work experience

Job description

Solution Support Engineering

Solution Support Engineers are providing complex technology or functional product and end‑to‑end solution support to customers. They perform root cause analysis and provide solutions in complex environments for specific fields/areas. They are key contributors to, and owners of, the knowledge management process which provides relevant content to customers through self‑service offerings that are designed to increase user adoption and satisfaction, while reducing 1:1 support incidents.

Core tasks include:

• Deliver Core Customer Support
• Proactive Support and Innovation Activities
• Embrace Continuous Learning Culture

Career Level Description

Core Customer Support

• 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 - HCM.
• Demonstrate capability of processing P1 (Priority 1) incidents, requesting assistance as required.

Proactive Support and Innovation

• 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.
• Drive improvement of Knowledge quality in area of expertise, both internally & externally.

Continuous Learning Experience

• Find learning opportunities in daily tasks by staying curious and open to new experiences that will improve technical and functional knowledge.
• Attend e‑Learning Lessons, Remote Learning Sessions, Classroom Training and Coaching.
• Get certified in Classroom Training or e‑Learning Lessons as required by product or people leaders.
• Maintain your knowledge of new functionality and compliance changes.
• Carry out new tasks and embrace new projects as requested by leaders in the organization.
• Demonstrate willingness to fulfill different roles as required to network effectively with stakeholders in the business.
• Develop deeper technical skills like reading code / debugging / creation of small corrections where applicable.

Experience & Educational Requirements

• Bachelor or Master’s degree in Technology, Computer Science, Business or equivalent work experience (1‑2 years) in related field preferred.
• Basic to professional skills with one programming language such as ABAP, JAVA, .NET.
• Basic to advanced knowledge of Business Management Basics and of Basic Business Processes.
• English: Fluent.

Must be a US Citizen; this position requires access to customer data.

SAP is committed to the values of Equal Employment Opportunity and provides 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: [e-mail].

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 the value of pay transparency contributes towards an honest and supportive culture and is a significant step towards demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted annual combined range for this position is 63200‑140600USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: https://www.sapnorthamericabenefits.com/en/public/welcome.

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 (https://jobs.sap.com/content/Ethical_usage_of_AI_in_the_recruiting_process/?locale=en_US). Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 457059 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid