1+ months

Expert Support Engineer Job

Newtown Square, PA 19073

Requisition ID: 253305
Work Area: Customer Service and Support
Expected Travel: 0 - 20%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T5PF

Original Posting Date: 5/27/2020




As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.


Location:  Newtown Square, PA


Purpose and Objective: 

SAP America, Inc seeks an Expert Support Engineer at our Newtown Square, PA to enhance customer experience by maintaining ownership and accountability for functional/technical areas of the SAP Customer Experience Clouds.


Expectations and Tasks:

Assist building new delivery approaches for overseeing SAP Customer Experience and play a key role in adoption of innovation to customers. De-escalate critical customer situations and lead customers through complex issues to successful resolution. Assess customer production down situations and cross functional taskforces to drive product and process supportability. Coordinate all de-escalation activities with all involved external and SAP internal parties. Perform onsite or remote assessment to gain transparency on the (top) issues and business impact as starting point of all further actions to de-escalate the critical customer situation. Define escalation scope, de-escalation strategy and exit criteria for escalation closure. Create action plan and drive execution to de-escalate critical customer situations. Drive root cause analysis and track issue resolution for technical issues. Act as point of contact to the customer during the escalation. Demonstrates solution understanding of full suite of SAP CX Solutions, understanding and proficiency of commerce, sales, marketing, service business process and integration topics. Go to lead for this solution area. Develop strong partnership with product and cloud operations and support to make key improvement decisions. Engage in variety of customer-facing situations to drive proper business outcomes.  Perform full alignment with leadership to support the achievement of organizational goals. Contribute to and influence business strategy by providing strategic feedback, decision and insight to executive management. Build partnerships with customers to proactively deliver expertise and improve customer value of SAP CX solutions. Rationalize service offerings with other SAP Cloud business units and SAP Max Attention offerings. Foster and drive innovation adoption through service engagements. Evangelize SAP CX solutions and delivery approaches to internal and external stakeholders. 20% travel required.

Education and Qualifications/Skills and Competencies:

Bachelor's degree in Computer Science, Engineering or related field and 7 years of experience required.  The company will also accept a Master's degree and 5 years of experience.


Work Experience:

Experience must involve 5 years in the following: SAP-specific accessibility, performance, security and quality standards; Continuous integration using Jenkins, Maven and Git.  Experience must also include: SAP support, service and escalation process and methodologies; Project Management concepts, processes; and  LEAN practices, methods, and tools expertise for agile scrum projects;  JAVA, cloud native development, integration development technologies; Architecting and extending cloud applications using cloud native services; and SAP C/4 HANA cloud roadmap and solution portfolios. 20% travel required.


Travel:  20% travel required.


Internal use only: reference code lhrs4262




To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team (Americas: hrdirectamericas@sap.com, APJ: hrdirectapj@sap.com, EMEA: careers@sap.com). Requests for reasonable accommodation will be considered on a case-by-case basis.

Successful candidates might be required to undergo a background verification with an external vendor.

Additional Locations:

Nearest Major Market: Philadelphia

Job Segment: ERP, Engineer, Cloud, Computer Science, SAP, Technology, Engineering


Posted: 2020-05-28 Expires: 2020-08-23

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Expert Support Engineer Job

Newtown Square, PA 19073

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