SAP NS2 Senior Support Engineer
About The Position
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. The role involves delivering 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. It also includes performing root cause analysis in complex environments and reproducing customer issues to identify the true source, working with development teams when final solutions require deeper insight. The engineer will 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 their specialization. Additionally, the role supports 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.
Requirements
- Deep SuccessFactors experience.
- Knowledge of learning tools, onboarding flows, core data, and compensation features.
- Capability of processing Priority 1 incidents while requesting assistance as required.
- 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
- Must be a U.S. citizen.
Nice To Haves
- Success Factors Modules Platform: Onboarding, Recruiting, Employee Central, Compensation, LMS preferred
- 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
Responsibilities
- Resolve known errors through SAP Notes, Knowledge Base Articles, info docs, documentation, WIKI content, and verification of customized entries or hardware parameters.
- Perform root cause analysis in complex environments and reproduce customer issues to identify the true source.
- Work with development teams when final solutions require deeper insight.
- Handle sensitive escalated cases.
- Support weekend and 24x7 work.
- Take ownership of the queue to meet SLAs.
- Process P1 incidents with calm focus.
- 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.
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
