SAP NS2 Support Engineer (SAC)

About the role

The primary responsibilities of this role are delivering expert-level customer support for SAP Analytics Cloud (SAC), 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.

Responsibilities

• 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.

Success Factors

• 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.

Qualifications

• 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
• 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