SAP NS2 Support Engineering Manager

SAP; Herndon (VA); On-site; USD 120,000 - 160,000; Full time

Job summary

SAP is looking for a Support Engineering Manager in Herndon, Virginia to lead a team focused on multi-tenant cloud support. This role involves operational leadership, team development, and strategic collaboration with various stakeholders.

The ideal candidate will possess a university degree and significant experience in managing support services. Responsibilities include driving customer satisfaction and delivering high-quality support for cloud solutions.

Qualifications

• Experience in managing end-to-end support services
• Ability to drive customer satisfaction
• Strong interpersonal and communication skills

Responsibilities

• Manage a team of support engineers ensuring high-quality service delivery.
• Attract, develop, and retain talent through effective coaching.
• Drive a customer-first mindset through quality assurance.

Skills

Technical expertise in multi-tenant SAAS

Experience with Splunk

Working knowledge of HTML

Good understanding of SQL

Strong stakeholder management skills

Education

University degree in computer science or business administration

Tools

SAP Cloud Connector

HANA Cloud

Job description

Position Summary

The Support Engineering Manager for Multi‑tenant Cloud Secure Support will provide operational leadership and direction to a high‑performing team of support engineers based in the US. The Support Engineering Manager will partner with peer managers, the Support Engineering Triage Manager, and the SME’s to deliver operational excellence and provide thought leadership for strategic initiatives in the product family. This role supports multi‑Tenant SAAS solutions primarily Commerce Cloud; Concur and Digital Manufacturing Cloud knowledge is a plus.

Responsibilities

• Attract, develop and retain talent through effective Coaching for Engagement, Performance Management, and Career Planning and Development.
• Accountable and responsible for all tasks and activities of the team, ensuring effective, efficient, and high‑quality delivery of End‑to‑End Support Services to customers.
• Drive the execution of the Multi‑tenant Portfolio strategy in close collaboration with peers, Support Readiness Lead and the Product Area Leads.
• Drive a customer first mindset and ensure adherence to processes through Quality Assurance Analysis of the cases solved by the team.
• Engage with Customers to turnaround the support experience by being available for ad‑hoc calls.
• Partner with the SME’s to drive a culture of knowledge sharing and Collaboration through continuous improvement in the proficiency of the team on Knowledge Capture, Reuse and Sharing.
• Proactively reach out to Customers & Partners where possible, to promote the best practices of engaging with Support.

Management Tasks

• Monitor SLAs for all support channels and all customer facing services provided ensuring readily available support for customers.
• Monitor and drive high levels of customer satisfaction obtained through regular customer surveys.
• Manage critical customer escalations and manage stakeholders to ensure timely resolution.
• Plan and manage team resources ensuring adequate staffing across all customer facing channels and services.
• Support the Leadership team with strategy topics: planning, communication and definition of KPIs.
• Manage team performance ensuring delivery excellence across all channels and services.
• Drive an innovation mindset and focus on continuous improvement and quality assurance.
• Ensure compliance for ISO9001 and ISO27001 and success on internal and external audits.
• Drive a strong people agenda: high levels of employee engagement, NPS and clear focus on talent development and coaching.
• Team communications: run monthly team meetings, monthly 1:1 meetings, SAP Talks.
• Liaise with internal teams such as Operations, CSM’s, Security, as well as SAP Product and Development Support.

Required Attributes

• Technical expertise (implementation or support) required in one or more multi‑tenant SAAS Solutions including Commerce Cloud (Digital Manufacturing and Concur experience a plus).
• Experience with Splunk, http trace, SAP Cloud Connector, HANA Cloud, Event Mesh.
• Working knowledge of HTML, working knowledge/hands‑on experience on SSO and SAML concepts, TCP/IP and SFTP protocols.
• Awareness about cloud system architecture and SaaS environment.
• A good understanding of SQL and its troubleshooting.
• Results oriented – ensuring timely design & execution of deliverables.
• Self‑initiative & strong accountability for business results to customers.
• Strong stakeholder management skills & ability to build trusted partnerships.
• Strong customer focus when delivering experiences.
• Excellent relationship building skills in a virtual environment.
• Strong empathy, integrity, active listening & humility with team and colleagues.
• Demonstrate strong self‑confidence and accountability for end‑to‑end results.
• Strong attention to detail while being able to think big picture.
• Able to challenge the status quo & view change as an opportunity.
• High level of self‑organization to drive topics forward within an agile team context.
• Excellent communication & interpersonal skills.
• Receptive to feedback & continuously improves through personal development.
• Critical thinking & ability to pre‑empt potential escalations as required.
• Strong understanding of infrastructure‑related topics.
• Experience with end‑to‑end processes and the management of underlying tooling infrastructure.
• Experience with harmonization of cloud operations and software delivery processes.

Education and Qualifications

• University degree in computer science, business administration, or similar qualifications.
• People Management / leadership skills.
• Excellent customer focus and stakeholder management skills (internal and external).
• Flexibility / proven ability to work under pressure.
• Strong personality and good communications skills.
• Proven abilities in managing escalations (internal and external).
• Sound knowledge of Product Support processes and all service and support offerings.
• Deep and wide technical knowledge will be an added advantage.
• Self‑motivated, proactive, and solution‑oriented.
• Agile and adaptive to changes.
• Established and aspiring people leaders, with a desire to be associated with one of the strategic Cloud Solution areas.
• Proven ability to lead by example and inspire a team to higher levels of performance.

Equal Employment Opportunity

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, gender (including pregnancy, childbirth, etc.), sexual orientation, gender identity or expression, protected veteran status, or disability.