SAP · 6 hours ago
SAP NS2 Senior Solution Support Engineer
Herndon, VA
Full-time
Hybrid
Mid, Senior Level
$117K/yr - $199K/yr
6+ years expSAP is the global market leader for business software and related services, and SAP National Security Services Inc.® (SAP NS2®) is an independent U.S. subsidiary offering specialized SAP solutions. The Senior Solution Support Engineer will deliver core customer support, engage in proactive support and innovation activities, and contribute to a continuous learning culture, ensuring high levels of customer satisfaction.
AnalyticsBusiness IntelligenceBusiness Process Automation (BPA)ComputerData ManagementFinanceSoftware
No H1B
U.S. Citizen Only
Responsibilities
Deliver Core Customer Support
Proactive Support and Innovation Activities
Embrace Continuous Learning Culture
Handle sensitive escalated customer issues in team environments and individual-driven actions (incident solving or real-time support), in cooperation with experienced support engineers if necessary while maintaining a high level of customer satisfaction
Resolve known errors by means of SAP Notes, Knowledge Base Articles, info docs derived from solved customer incidents, documentation, WIKI or verifying customized entries or hardware parameters
Perform root cause analysis and provide solutions to customers in complex environments for specific fields/areas
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
Demonstrate capability of processing P1 (Priority 1) incidents, requesting assistance as required
Work collaboratively with Engineering and Operations teams as required and be comfortable acting as the case owner to drive cases to completion
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
Participate in the SAP Community to help with incident deflection by participating in community discussions in customer and partner communities (blog posts, tips and tricks, etc.)
Drive improvement of Knowledge quality in area of expertise, both internally & externally
Work as functional expert in de-escalation and war rooms (Engage in critical customer situations - e.g: CIM escalation, account escalation)
Qualification
Required
Must be a U.S. citizen; this position requires access to customer data
SAP NS2 does not offer Visa sponsorships for this role
Bachelor or Master Degree in Natural Science, Technology, Business or equivalent work experience in related field preferred
6+ years of implementing, administering, and troubleshooting enterprise level applications
Experience working with software applications with extensive experience in SAP Business Technology Platform and Hana Cloud
Advanced knowledge in one application/technology area / basic knowledge of at least one other area and willingness to continue to expand and master new areas
Advanced understanding of business processes within one application/technology area
Technical skills (debugging, tracing, verifying complex customizing)
Basic to advanced knowledge of Business Management Basics and of Basic Business Processes
Benefits
Constant learning
Skill growth
Great benefits
Flexible working models
Company
SAP
SAP provides enterprise application software to various industries, including consumer, discrete manufacturing, public services.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$1.3BKey Investors
Elliott Management Corp.
2019-04-24Post Ipo Equity· $1.3B
2015-06-01Grant· $1.37M
1998-08-03IPO
Leadership Team
Christian Klein
CEO & Member of the Executive Board
FILIPPO Murroni
CTO at PLAT.ONE, An SAP Company
Recent News
2026-01-23
2026-01-22
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