SAP NS2 Senior Support Engineer
About The Position
The Senior Support Engineer provides customer support for SAP SuccessFactors in a secure cloud service environment. The role resolves known errors using SAP Notes, Knowledge Base Articles, information documents, documentation, WIKI content, and verification of customized entries or hardware parameters. It performs root cause analysis in complex environments, reproduces customer issues, and works with development teams when deeper investigation is needed. The engineer handles sensitive escalations, takes ownership of the support queue to meet SLAs, supports weekend and 24x7 work, and processes Priority 1 incidents, requesting assistance as needed. The role also contributes to proactive support and innovation through testing, knowledge creation, prevention of repeat issues, de-escalation, community contributions, and continuous learning.
Requirements
- Deep SuccessFactors experience.
- Capability to process Priority 1 incidents while requesting assistance as required.
- U.S. citizenship.
- Must be able to access customer data.
Nice To Haves
- SuccessFactors modules/platform experience in Onboarding, Recruiting, Employee Central, Compensation, and LMS.
- 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.
- Experience with learning tools, onboarding flows, core data, and compensation features.
Responsibilities
- Resolve known errors using SAP Notes, Knowledge Base Articles, information documents, documentation, WIKI content, and verification of customized entries or hardware parameters.
- Perform root cause analysis in complex environments and reproduce customer issues to identify their source.
- Work with development teams when resolving issues requires deeper investigation.
- Handle sensitive escalated cases and support weekend and 24x7 work.
- Own the support queue and work to meet SLAs.
- Process Priority 1 incidents calmly, requesting assistance as required.
- Support proactive support and innovation activities through testing, knowledge creation, and prevention of repeat issues.
- Contribute to de-escalation efforts and the customer community.
- Continue learning and expanding specialization as customer needs evolve.
Benefits
- Flexible working models.
- Health and well-being support.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
