Senior Support Engineer Job - #19503468


Date: Dec 26, 2020
City: New York, NY
Contract type: Full time

Requisition ID: 271294

Work Area: Customer Service and Support

Expected Travel: 0 - 40%

Career Status: Professional

Employment Type: Regular Full Time

Career Level: T3

Original Posting Date: 11/25/2020


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. That's 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 it's the best-run businesses that make the world run better and improve people's lives.

Location: New York, NY (and various client sites nationwide)

Purpose and Objective:

SAP America Inc. seeks a Senior Support Engineer at our New York, NY location and various client sites nationwide responsible for understanding of and proceeding on new business models and operational challenges of premium customers.

Expectations and Tasks:

Provide the necessary methodology and content to drive the innovation agenda. Engage pro-actively with Premium Engagement and Enterprise Support customers to analyze, understand and define action plans. Support customers in increasing the value of their SAP Solution with reduced Total Cost of Ownership. Resolve production down situations and escalations. Ensure customer satisfaction and success, secure maintenance revenue and protect the SAP brand. Build supportability features, standardize and automate delivery of content and invent new delivery models, especially in the area of S/4HANA, HANA-based SAP core and cloud portfolio. Deliver SAP implementation and optimization services for premium customers, i.e. establishment of efficient operations and realization of digital transformation. Integrate product systems and business processes into SAP's Hybrid Operations software and methodologies. Integrate customer ITIL processes with SAP's managing systems. Document and transfer technical and process knowledge (operations, optimization) to empower SAP employees and customers on digital transformation/improvement path. Be involved in a tasks in the domain of assessment, analysis, development, implementation, testing, documentation, training, and service/project delivery. 40% 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 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 include 3 years of experience with: creation and delivery of product- and process-specific services portfolio and content to provide a wide portfolio of assessment, optimization, and engineering services; positioning, planning, and implementation of innovation projects and operations projects in the area of SAP's hybrid solution landscapes; integration of systems and processes into SAP's Operations software and methodologies, i.e. integration of/supporting of customer processes with SAP Solution Manager and equivalent software systems; delivering selected SAP Services portfolio to customers, i.e. establish, implement, optimize organizations, processes and tools to improve customer's technical operations and to support digital transformation; writing technical specifications and project plans; developing, coding, and rollout of content, artifacts (extensions, applications), best practices, documentation material; testing and validating functionality and tools; working closely with other staff and teams (i.e. project-managers, tool-owners and developers, service-engineers, product-support and escalation-mangers); Installing, configuring, and using selected SAP applications/custom applications; Knowing application server technologies (incl. cloud platform(s)); UI technologies (e.g. SAPU15) and at least one of the following programming environments: ABAP, Java/JavaScript, or equivalent; SAP innovation products incl. SAP HANA, S/4HANA, SCP and its services, SAP Solution Manager/Focused Solutions; technically analyzing and optimizing a new application/software product including underlying technical architecture, supporting business processes, and inherent mission criticality; performing research and conduct innovation to improve SAP's functional and technical portfolio. 40% travel required to various client sites nationwide.

Travel: 40% travel required to various client sites nationwide.

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 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: or, APJ:, EMEA: Requests for reasonable accommodation will be considered on a case-by-case basis.

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.

Additional Locations :

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