SAP NS2 Solution Support Engineer

SAP • Herndon, VA

3d • $63,200 - $140,600 • Hybrid

About The Position

Solution Support Engineers are providing complex technology or functional product and end-2-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.

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.

Responsibilities

• 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.
• 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.
• 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.

Benefits

• Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.
• SAP North America Benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree