SAP NS2 Senior Support Engineer (Ariba Downstream)
About The Position
SAP NS2 is seeking a Solution Support Engineer to support SAP Ariba Downstream products, including Buying and Invoicing, Catalogs, and Guided Buying. This role involves providing end-to-end technical support by managing service requests, troubleshooting issues, performing root cause analysis, and collaborating with support and development teams to resolve defects. The engineer will also create reusable knowledge content, identify proactive improvement opportunities, and support escalations, Priority 1 incidents, and on-call coverage as needed. The position is within the customer-focused Secure Cloud Support organization, collaborating with global support engineers, product teams, and stakeholders to deliver reliable, secure, and high-quality support for national security and critical-infrastructure customers.
Requirements
- Technical troubleshooting skills
- Customer focus
- Ability to independently resolve complex SAP Ariba Downstream issues
- Sound judgment
- Clear communication with customers and stakeholders
- Contribution to high-quality support in a secure cloud environment
- Experience supporting SAP Ariba Downstream applications, including Buying and Invoicing, Catalogs, Guided Buying, or related procurement solutions
- Ability to manage concurrent service requests while meeting SLAs, support KPIs, and customer communication expectations
- Experience troubleshooting complex issues, reproducing defects, and performing root cause analysis
- Knowledge of procurement processes, including purchase orders, invoices, catalogs, reconciliation, contracts, and sourcing
- Experience collaborating with development teams on defect reporting, prioritization, validation, and resolution
- Technical familiarity with SQL, XML/JSON, SOAP, HTTP, SAML/SSO, log analysis, or browser troubleshooting
- Ability to participate in escalation support, including Priority 1 incidents, war rooms, and rotational on-call coverage
- Must be a U.S. citizen
- Must have manager’s approval to transfer (for internals)
Responsibilities
- Provide end-to-end technical support by managing service requests
- Troubleshoot issues
- Perform root cause analysis
- Collaborate with support and development teams to resolve defects
- Create reusable knowledge content
- Identify proactive improvement opportunities
- Support escalations, Priority 1 incidents, and on-call coverage as needed
Benefits
- Variable incentive opportunities
- Additional benefits, subject to the terms of the relevant plans and policies
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
