1+ months

Senior Support Engineer Job

Newtown Square, PA 19073

Requisition ID: 254207
Work Area: Customer Service and Support
Expected Travel: 0 - 80%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T3

Original Posting Date: 6/4/2020




SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. Thats why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because its the best-run businesses that make the world run better and improve peoples lives.

Location: Newtown Square, PA (and various client sites nationwide)


Purpose and Objective: 

SAP America, Inc seeks a Senior Support Engineer at our Newtown Square, PA location (and various client sites nationwide) to manage escalated customer situations remotely and onsite.


Expectations and Tasks:

These situations include production down, GoLive endangered, and missing functionality where the customer will incur significant negative financial or organizational impact. Responsible for both political and technical management of issues to resolution. Directly engages with customers to meet the requirements of SAPs escalated customers. Engages quickly and travels on short notice to work onsite with the customer to manage critical situations. Understands the customers solution and the complex technical issues related to a critical customer situation.  Creates and implements the de-escalation strategy to return the customers business or project to a normal mode of operation. Oversees resources and costs associated with a customer escalation. Serves as the SAP representative for an escalated customer and ultimately communicates status and reports to the SAP Board/SAP executive leadership as well as all relevant parties. Responsible for Customer Executive level contact and communication surrounding alignment and sign off on de-escalation strategy, as well as updates communication paths. 80% travel required to various client sites nationwide.

Education and Qualifications/Skills and Competencies:

Bachelor's degree in Computer Science, Engineering, Math, Physics, Information Systems or a related field of study and 5 years of experience required.  The company will also accept a Master's degree and 3 years of experience.

Work Experience:

Experience must involve 2 years in the following: Android Development; Design Thinking Methodology; SAP UI5; Customer expectation management for both domestic and multinational companies; Exposure to SAP Oil and Gas Industry Solution, MDG, BPC, EWM and SAP BRIM; De-escalation of critical business escalations with high visibility; Team management; Stress Management, Conflict Resolution; Communication and co-ordination across culturally and geographically diverse internal and external teams for de-escalation of critical customer situations; serving as Customer support advisor for strategic escalated customers; Executive Communication; Working on support tickets, emails and handling customer calls; and Identifying support gaps and opportunities to continually improve customer service experience. 80% travel required to various client sites nationwide.


Travel:   80% travel required to various client sites nationwide.


Internal use only: reference code lhrs4262



Success is what you make it. At SAP, we help you make it your own.
A career at SAP can open many doors for you. If youre searching for a company thats dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment apply now.

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 interested in applying for employment with SAP and 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:Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@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.

EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

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

Nearest Major Market: Philadelphia


Posted: 2020-06-05 Expires: 2020-10-01

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Senior Support Engineer Job

Newtown Square, PA 19073

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