SAP NS2 Senior Support Engineer

Description

The company is a worldwide leader in business software and related services.

Its U.S. subsidiary delivers these solutions with added security and support for national security and critical infrastructure customers.

The company has served organizations across finance, procurement, HR, supply chain and customer experience for over 50 years.

You bring deep experience with the company's HR cloud modules and a steady approach to complex customer issues.

You know learning tools, onboarding flows, core employee data and compensation features well enough to guide your work.

You can handle Priority 1 incidents and ask for help when you need it.

You keep widening your technical range and adapt as customer needs change.

You help shape a secure cloud service that customers depend on, working with a team that communicates openly and keeps learning together.

Responsibilities

• Resolve known errors using support notes, knowledge base articles, info documents, product documentation and wiki content.
• Check customized entries and hardware parameters as part of that work.
• Run root cause analysis in complex environments and reproduce customer issues to find the real source.
• Bring in development teams when a final fix needs deeper analysis.
• Handle sensitive escalated cases.
• Cover weekend and 24x7 support.
• Own the queue and meet SLAs.
• Process P1 incidents calmly while deepening your specialization.
• Take part in proactive support and innovation work, including testing, knowledge creation, preventing repeat issues, de-escalation and community contributions.
• Keep learning as part of the team's ongoing development.

Requirements

• Customer engagement, product thinking, data analysis, root cause analysis and incident management.
• Customer orientation, systems thinking, knowledge management and troubleshooting.
• Business process automation and business process modeling.
• Technical support experience.
• Experience with HR cloud modules covering onboarding, recruiting, core employee data and compensation.
• Experience with learning management is preferred.
• Preferred AI qualification: AI content curation.
• Preferred AI qualification: AI-assisted development.
• Preferred AI qualification: observability.
• Preferred AI qualification: context engineering.
• Preferred AI qualification: AI output quality assurance.
• Preferred AI qualification: day-to-day practice with agentic AI.
• Preferred AI qualification: AI-assisted automation and prototyping.
• Preferred AI qualification: AI adoption capability.

Conditions

Access to customer data is required.

You must be a U.S. citizen, and no visa sponsorship is offered for this role.

Internal transfers require manager approval.

The salary range is listed in the posting, and final pay falls within it based on education, skills, experience, location and role scope.

Only permanent roles qualify for the employee referral program.

Use of AI in recruiting must follow the company's ethical guidelines, and breaking them may lead to disqualification.

Applicant information is kept confidential under equal employment opportunity guidelines.

Benefits

• A summary of benefits and eligibility is available.
• Variable incentive opportunities may be offered under plan terms, with target-based payouts tied to company and individual performance.