SAP SAP NS2 Support Engineer SAC 

United States, Virginia 

289342001

Key Responsibilities:

2) Proactive Support and Innovation Activities

CORE CUSTOMER SUPPORT

• 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.

PROACTIVE SUPPORT AND INNOVATION

• 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 in de-escalation and war rooms (Engage in critical customer situations - e.g: CIM escalation, account escalation).

Experience & Educational Requirements

• Bachelor’s Degree in Technology or Business, Computer Science strongly preferred. Applicable years of experience may be used in lieu of a degree.
• 2 + years of experience with Data analysis
• 2+ years of implementing, administering, and troubleshooting enterprise level applications is preferred
• Experience working with software applications
• Basic to advanced understanding of business processes within one application/technology area
• Technical skills experience (debugging, tracing, verifying complex customizing)
• Experience with SAP SAC preferred
• Basic to advanced knowledge of Python, Scrum, SQL
• English: Fluent
• Note: The job description is meant to be a guideline. It is not exhaustive, and we will expect the selected candidate to show flexibility and eagerness to undertake varied tasks and projects.

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Washington DC