SAP NS2 Senior Support Engineer

SAP Careers•Herndon, VA

2d•$91,900 - $199,000•Onsite

About The Position

This 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. The engineer will perform root cause analysis in complex environments and reproduce customer issues to identify the true source, working with development teams when final solutions require deeper insight. The position also handles sensitive escalated cases, supports weekend and 24x7 work, takes ownership of the queue to meet SLAs, and processes P1 incidents with calm focus while growing 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.
Steady approach to complex customer issues.
Knowledge of learning tools, onboarding flows, core data, and compensation features.
Capability of processing Priority 1 incidents while requesting assistance as required.
Expand technical range with steady curiosity and adapt skills as customers’ needs evolve within a continuous learning culture.
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.
SAP NS2 does not offer Visa sponsorships for this role.

Nice To Haves

Success Factors Modules Platform: Onboarding, Recruiting, Employee Central, Compensation, LMS preferred
AI Qualifications: 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

Deliver 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.
Perform root cause analysis in complex environments and reproduce customer issues to identify the true source, working 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 while growing specialization.
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.