Support Engineer

Description:

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

 Deliver Core Customer Support
 Proactive Support and Innovation Activities
 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