SAP NS2 Support Engineer (SAC)

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed. 

SAP NS2 Support Engineer (SAC)

SAP NS2 Secure Cloud Support organization is seeking an experienced Support Engineer for SAP Analytics Cloud (SAC) to provide technical support for planning, analytics, reporting, data connectivity, and administration scenarios in secure customer environments.

NS2 COMPANY DESCRIPTION

SAP is the global market leader for business software and related services. SAP National Security Services Inc.® (SAP NS2®) is an independent U.S. subsidiary of SAP. At SAP NS2, we leverage best-in-breed technologies engineered by SAP to protect the lives, assets and information of Americans. We offer SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers.

Must be a US Citizen; this position requires access to customer data.

All internals must have Manager’s approval to transfer.

Brief Description:

The primary responsibilities of this role are delivering expert-level customer support for SAP Analytics Cloud, driving proactive support and service improvement activities, and participating in a continuous learning culture. This individual will work directly with customers, technical leads, and cross-functional teams to resolve complex SAC issues and improve the customer support experience.

This role is ideal for someone with experience supporting or administering SAP Analytics Cloud in areas such as:

• Story and dashboard troubleshooting
• Planning models and data actions
• Data imports and live data connections
• User, role, and tenant administration
• Performance analysis and issue reproduction
• Integration with SAP and non-SAP data sources

PROFILE

Individuals in the Support Engineer profile are the foundation of the Product Secure Support organization. In this role, the engineer is expected to build deep technical expertise in SAP Analytics Cloud while expanding knowledge across adjacent SAP analytics and data integration technologies. They help customers resolve increasingly complex issues and do so in a way that consistently delivers a high level of satisfaction.

Responsibilities, success factors, and competencies can include the following, but may be customized due to regional or business need.

Key Responsibilities:

1) Deliver Core Customer Support

2) Proactive Support and Innovation Activities 

3) Embrace Continuous Learning Culture

Key Tasks:

CORE CUSTOMER SUPPORT

• Handle sensitive and escalated customer issues related to SAP Analytics Cloud in both team-based and individual support models, including incident resolution and real-time support, while maintaining a high level of customer satisfaction.
• Troubleshoot and resolve issues involving:
• SAC stories, applications, and dashboards
• Planning models, versions, calendars, and data actions
• Data imports, exports, and acquisition scenarios
• Live connections to SAP data sources such as SAP BW, SAP HANA, and SAP S/4HANA
• User provisioning, roles, permissions, and tenant administration
• Performance, usability, and system behavior issues
• Resolve known errors using SAP Notes, Knowledge Base Articles, product documentation, internal knowledge content, and previously solved incidents.
• Reproduce customer-reported issues in test environments, identify root cause, and collaborate with development and engineering teams when product fixes or deeper analysis are required.
• Perform root cause analysis for complex SAC scenarios, including data connectivity, planning behavior, story rendering, authorization issues, and tenant configuration.
• Support customers in secure and regulated environments, ensuring adherence to service-level agreements and contractual KPIs.
• Take ownership of the incoming support queue by correctly prioritizing, escalating, transferring, and driving incidents through resolution.
• Participate in weekend support and 24x7 support activities as required.
• Develop deep product specialization in SAP Analytics Cloud and serve as a subject matter resource for SAC-related support cases.
• Demonstrate the ability to process Priority 1 (P1) incidents and engage appropriate stakeholders as needed.

PROACTIVE SUPPORT AND INNOVATION

• Create and maintain knowledge content to support customers and internal teams, including WIKI content, Knowledge Base Articles, troubleshooting guides, and Guided Answers for SAP Analytics Cloud scenarios.
• Identify recurring SAC support trends and contribute to incident deflection through improved documentation, reusable troubleshooting steps, and customer enablement content.
• Test internal systems and support processes to help prevent future customer issues, especially in areas such as connectivity, planning workflows, content transport, and administration.
• Contribute to innovation and service improvement initiatives aligned to organizational goals and act as a change leader in support transformation efforts.
• Participate in SAP Community and internal knowledge-sharing forums to improve awareness of common SAC issues, best practices, and tips for customers and partners.
• Drive improvement of knowledge quality in area of expertise, both internally and externally.
• Act as a functional and technical expert in de-escalation efforts and war room situations involving critical customer issues, including account escalations and major incident management.

CONTINUOUS LEARNING CULTURE

• Continuously build expertise in SAP Analytics Cloud features, releases, administration, planning capabilities, analytics content, and integration patterns.
• Find learning opportunities in daily tasks by staying curious and open to new experiences that improve technical and functional knowledge.
• Attend e-learning lessons, remote learning sessions, classroom training, and coaching.
• Complete product-specific training and certifications as required by product or people leaders.
• Maintain knowledge of new SAC functionality, release changes, and compliance requirements relevant to secure cloud environments.
• Carry out new tasks and embrace new projects as requested by leaders in the organization.
• Provide coaching and mentoring to new employees or colleagues for specific tasks and support processes.
• Demonstrate willingness to fulfill different roles as required and network effectively with stakeholders across support, engineering, operations, and product teams.
• Develop deeper technical skills such as tracing, log analysis, debugging, issue isolation, and creation of small corrections where applicable.

Experience & Educational Requirements

Work Experience

• 2+ years of experience implementing, administering, or troubleshooting enterprise software applications
• Hands-on experience with SAP Analytics Cloud, including support, administration, implementation, or customer-facing troubleshooting
• Experience supporting one or more of the following SAC capability areas:
• Business intelligence and dashboarding
• Planning and forecasting
• Data modeling and data integration
• Security and user administration
• Live and import data connectivity
• Working knowledge of SAP analytics ecosystem components such as SAP BW, SAP HANA, SAP S/4HANA, Datasphere, or related reporting/data platforms is strongly preferred
• Basic to advanced knowledge in one application/technology area and basic knowledge of at least one related area
• Basic to advanced understanding of business processes supported by analytics, planning, and reporting solutions
• Technical troubleshooting skills, including debugging, tracing, log review, and verification of complex configuration/customizing
• Experience working with customers in enterprise support environments with SLA-driven case management preferred

Education

• Bachelor or Master Degree in Natural Science, Technology, Business or equivalent work experience in related field preferred.

Professional Training & Certification

• Topic area specific technical/functional curriculum
• SAP Analytics Cloud training and/or certification preferred

Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.  

We win with inclusion
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility 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: Careers@sap.com.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted annual combined range for this position is 63200-140600USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 455832  | Work Area: Customer Service and Support  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations:  #LI-Hybrid