SAP NS2 Customer Success Center of Excellence (CoE) Support Engineer
Job Location:
Herndon, VA - USA
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
We help the world run better
At SAP we keep it simple: you bring your best to us and well bring out the best in you. Were builders touching over 20 industries and 80% of global commerce and we need your unique talents to help shape whats next. The work is challenging but it matters. Youll find a place where you can be yourself prioritize your wellbeing and truly belong. Whats in it for you Constant learning skill growth great benefits and a team that wants you to grow and succeed.
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. subsidiaryof SAP.At SAP NS2 weleveragebest-in-breed technologies engineered by SAP to protect the livesassetsand information of Americans.Weoffer SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers.
This position requires access to customer data; Must be a U.S. citizen.SAP NS2 does not offer Visa sponsorships for this role.Allinternalsmust have managers approval to transfer.
Role Purpose
The Customer Success Center of Excellence (CoE) Support Engineer will help improve how we use data and digital content to support internal teams and deliver a better customer experienceby:
Pulling cleaning and harmonizing data from multiple systems
Automating recurring reporting and insights
Using modern tools including AI and LLMs to create clear impactful digital content (videos presentations guides)
Collaborating with Support Customer Success and Operations teams on internal initiatives
This rolewill behighly collaborativeacross the Customer Success organization ideal for someone who is curious data-driven and eager to learn.
Job Responsibilities
Pull clean and harmonize data from multiple systems (e.g. ticketing CRM internal tools) to support SLA tracking ticket analysis and escalation reporting.
Build andmaintainrecurring reports and dashboards working toward automating manual data preparation and reporting using analytics and no-code/low-code tools.
Analyze data to surface trends and insights (e.g. recurring issues SLA risks escalation drivers) and summarize findings in clear visual formats for internal stakeholders.
Use productivity and AI/LLM tools to efficiently create and refine internal training decks process documentation and short video walkthroughs.
Collaborate with Support Customer Success Product and Operations to clarify requirementsvalidateoutputs and document key processes related to reporting analytics and content.
Requirements/Must Haves:
Some experience working with data (coursework projects internships or prior roles) including:
Pulling data from reports or exports
Cleaning and organizing data in tools like Excel/Sheets or similar
Interest in and willingness to learn:
Analytics and reporting tools (e.g. dashboards basic BI capabilities)
No-code/low-code tools and workflow builders
AI and LLM-based tools toassistwith analysis and content creation
Ability to translate business questions into simple analyses and clear visuals.
Strong attention to detail and organization when working with data metrics and internal-facing content.
Clear written and verbal communication skills with non-technical and technical stakeholders.
Demonstrated ability to take direction prioritize tasks and make steady progress with guidance in a team environment.
Preferred Qualifications:
Exposure to SaaS customer support customer success or operations environments (through internships prior roles or academic projects).
Familiarity with ticketing CRM or service management tools (e.g. ServiceNow Jira Salesforce or similar).
Experience building basic dashboards or reports in any analytics/BI tool (e.g. Excel/Sheets pivot tables Power BI SAP Analytics Cloud Tableau or equivalent).
Experience creating digital content such as:
Training materials how-to guides or knowledge articles
Presentation decks
Short screen-capture or explainer videos
Interest in regulated mission-focused or enterprise environments.
Note:The job description is meant to be a guideline. It is not exhaustive and we will expect the selected candidate to show flexibility and eagerness to undertake varied tasks and projects.
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
SAPs 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:
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 SAPs 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 is63200-140600USD.The actual amount to be offered to the successful candidatewill be within that range dependent upon the key aspects of each case which may include education skillsexperience scope ofthe role location etc. as determinedthrough theselection 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: 455125 Work Area: Customer Service and Support Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid
Required Experience:
IC
About Company
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 soluti ... View more
