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Senior Support Engineer Job

  • Job Code
    190765 Work Area: Customer Service and Support Expected Travel: 0 - 40% Career Status: Professional Employment Type: Regular Ful
Senior Support Engineer Job

Senior Support Engineer Job

Date: Aug 15, 2018

City: Newtown Square, PA, US

Company: SAP

Requisition ID: 190765
Work Area: Customer Service and Support
Expected Travel: 0 - 40%
Career Status: Professional
Employment Type: Regular Full Time

Original Posting Date: 07/17/2018


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


Purpose and Objective: SAP America, Inc. seeks a Senior Support Engineer for our Newtown Square, PA office location to understand and proceed on the new business models and operational challenges of our MaxAttention, Active Embedded, and Enterprise Support customers.


Expectations and Tasks: Provide necessary methodology and content to drive the innovation agenda with continual redefining of requirements and industry business models. Engage pro-actively with our Premium Engagement and Enterprise Support customers using a holistic approach to analyze, understand and define action plans for customer situations. Support customers in increasing the value they get out of their SAP Solution with reduced Total Cost of Ownership (TCO). Resolve production down situations and escalations in order to ensure customer satisfaction and success, secure maintenance revenue and protect the SAP brand. Deliver onsite and remote services for MaxAttention, active embedded and mission critical support (Escalations and Task Forces, MCS Back Office) including optimization, assessment, technical integration/validation, empowering trainings and workshops, and engineering services. Deliver root cause analysis of complex situations. Deliver onsite services as functional expert for broad area of topics. Lead delivery teams and take customer project responsibilities. Handle critical customers. Actively provide customer feedback to development. Drive the development of necessary supportability features and support offerings. Assess the impact of business changes and product innovations. Deliver high-end services without tool support. Develop comprehensive service offerings and drive industrialization. Analysis of functional gaps in ICC (Innovation Control Center). Establish OCCs (Operation Control Centers) and necessary IT processes at customers. Implement specific best practice operations scenarios. Develop trainings, specifications and documentation. 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 a related field and 5 years of experience required. Will accept a Master's degree and 3 years of experience


Work Experience:  Experience must involve: SAP CRM Middleware debugging and error root cause analysis; SAP CRM Middleware performance optimization; SAP Groupware debugging and error root cause analysis; SAP Groupware performance optimization; SAP CRM Sales debugging and error root cause analysis; and SAP CRM Sales performance optimization


Travel:  40% 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 you’re searching for a company that’s 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: or , APJ: , EMEA: ). 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:


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