Senior Solution Support Engineer - Sovereign Cloud

SAP • Palo Alto, CA

6d • Hybrid

About The Position

SAP LeanIX is seeking a technically minded, security-conscious Senior Solution Support Engineer to serve as a trusted advisor and first point of contact for Sovereign Cloud (SovCloud) users. The role supports public sector and highly regulated customers who require strong security, compliance, and trust. The engineer owns customer cases from intake through resolution, investigates root causes, and coordinates with internal teams and customer stakeholders while following strict SovCloud security protocols.

The position works with customer requests across ServiceNow, Slack, MS Teams, and SAP For Me. It also contributes to documentation and support-process improvements, develops expertise in Enterprise Architecture, reporting, and Sovereign Cloud operations, and helps onboard new team members. The role is based in an SAP office in the North America region and involves regular collaboration with colleagues across multiple countries. Expected travel is 0–10%.

Requirements

• Ability to pass and maintain a full background check for required security clearance and meet Sovereign Cloud compliance and regulatory eligibility requirements applicable to the target region.
• 3–5 years of experience in technical support, application support, or a similar customer-facing technical role.
• Practical professional experience with AI tools, including large language models, configuring AI agents such as Claude, and using AI to improve troubleshooting and documentation quality.
• A degree in Computer Science, Mathematics, Data Analytics, or a closely related discipline.
• Basic programming or scripting skills, such as Python, and familiarity with JSON configuration.
• Foundational understanding of enterprise SaaS platforms and comfort navigating new software.
• Excellent problem-solving skills and comfort using structured methodologies such as DBEIMA or the 5Ps.
• Outstanding verbal and written communication skills, including the ability to explain technical concepts clearly to technical and non-technical audiences.
• Resilience and strong objection-handling skills when dealing with demanding customer conversations and escalations.
• Self-starter who takes on additional projects, continuously learns, and contributes to regional and team growth.
• Ability to share knowledge, mentor peers, and drive team-wide improvements.
• Customer-centric mindset and understanding of key customer support KPIs and how to influence them positively.

Nice To Haves

• SaaS experience.
• Very good understanding of SAP Golden Standard and HCMS support processes, including SAP For Me.
• Very good knowledge of SAP LeanIX, including its architecture, modules, and integration ecosystem.
• Experience supporting public sector, government, or regulated-industry customers in a Sovereign Cloud or equivalent environment.

Responsibilities

• Own Sovereign Cloud customer support cases from start to finish across ServiceNow, Slack, MS Teams, SAP For Me, and other channels.
• Diagnose, troubleshoot, and resolve complex technical issues in a secure environment, using logs, scripts, JSON, and basic coding as appropriate.
• Coordinate customer issues with Customer Success Managers, engineers, developers, Sovereign Cloud operations teams, third parties, and customer stakeholders.
• Communicate clearly with technical and non-technical audiences and manage demanding customer conversations, objections, and escalations constructively.
• Create internal and external documentation and contribute to improvements to Sovereign Cloud support processes.
• Develop expertise in Enterprise Architecture, advanced reporting, Sovereign Cloud operations, and relationships between applications and IT components.
• Share knowledge, mentor peers, and help onboard new team members as a Team Buddy.
• Take on additional projects, participate in regional summit expos, and contribute to team and regional growth.

Benefits

• Professional development, mentoring, and opportunities to grow into a Sovereign Cloud support subject matter expert.
• Collaborative and supportive team culture.
• Flexible working models.
• Health and well-being support.
• SAP benefits; specific benefits and eligibility requirements are provided through the SAP North America Benefits reference.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior