SAP NS2 Customer Success Center of Excellence (CoE) Support Engineer

SAP•Herndon, VA

1d•$63,200 - $140,600•Hybrid

About The Position

The Customer Success Center of Excellence (CoE) Support Engineer will help improve how we use data and digital content to support internal teams and deliver a better customer experience. This role will be highly collaborative across the Customer Success organization, ideal for someone who is curious, data-driven, and eager to learn. 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.

Requirements

Some experience working with data (coursework, projects, internships, or prior roles), including: Pulling data from reports or exports, Cleaning and organizing data in tools like Excel/Sheets or similar
Interest in and willingness to learn: Analytics and reporting tools (e.g., dashboards, basic BI capabilities), No-code/low-code tools and workflow builders, AI and LLM-based tools to assist with analysis and content creation
Ability to translate business questions into simple analyses and clear visuals.
Strong attention to detail and organization when working with data, metrics, and internal-facing content.
Clear written and verbal communication skills with non-technical and technical stakeholders.
Demonstrated ability to take direction, prioritize tasks, and make steady progress with guidance in a team environment.
Must be a U.S. citizen.

Nice To Haves

Exposure to SaaS customer support, customer success, or operations environments (through internships, prior roles, or academic projects).
Familiarity with ticketing, CRM, or service management tools (e.g., ServiceNow, Jira, Salesforce, or similar).
Experience building basic dashboards or reports in any analytics/BI tool (e.g., Excel/Sheets pivot tables, Power BI, SAP Analytics Cloud, Tableau, or equivalent).
Experience creating digital content such as: Training materials, how-to guides, or knowledge articles, Presentation decks, Short screen-capture or explainer videos
Interest in regulated, mission-focused, or enterprise environments.

Responsibilities

Pull, clean, and harmonize data from multiple systems (e.g., ticketing, CRM, internal tools) to support SLA tracking, ticket analysis, and escalation reporting.
Build and maintain recurring reports and dashboards, working toward automating manual data preparation and reporting using analytics and no-code/low-code tools.
Analyze data to surface trends and insights (e.g., recurring issues, SLA risks, escalation drivers) and summarize findings in clear, visual formats for internal stakeholders.
Use productivity and AI/LLM tools to efficiently create and refine internal training decks, process documentation, and short video walkthroughs.
Collaborate with Support, Customer Success, Product, and Operations to clarify requirements, validate outputs, and document key processes related to reporting, analytics, and content.