The Role:
We're seeking a Level 2 SAP ABAP Support Analyst. This role is designed to resolve complex SAP incidents by analyzing logs, debugging ABAP code, and guiding customers through critical issues.
Location: Must be in the Philippines – Remote
Timezone: Monday to Friday: 8AM – 5PM CST / 9PM – 5AM Philippine Time
Employment: Full Time
Qualifications:
- Experience
- 2–4 years experience in SAP technical or functional support.
- Experience supporting enterprise SAP environments.
- Experience working in customer-facing technical support roles.
- Technical Skills
- Strong understanding of SAP architecture and transport management.
- Experience with SAP debugging and ABAP code analysis.
- Knowledge of SAP change management processes.
- Ability to analyse system logs, dumps, and traces.
- Soft Skills
- Strong analytical and problem-solving abilities.
- Excellent written and verbal communication skills.
- Ability to manage multiple priorities and urgent customer issues.
- Collaborative mindset and ability to work in a global support environment.
- Desirable Skills
- SAP UI5 development experience
- Experience with SAP BTP environments
- Familiarity with SAP integrations and APIs
- Experience using ticketing systems such as Jira Service Management.
Responsibilities:
Technical Support & Issue Resolution
- Investigate and resolve Level 2 customer support incidents related to Basis Technologies Software Applications
- Perform technical root cause analysis using SAP debugging and log analysis.
- Collaborate with L3 Engineering when product defects are identified.
- Work with customer technical teams to diagnose system configuration or environment-related issues.
SAP Troubleshooting & Debugging
- Debug SAP ABAP programs and identify functional or technical issues.
- Analyse transport behaviour within SAP landscapes (DEV, QA, PROD).
- Investigate issues involving transport management, change approvals, and deployment automation
Customer Interaction
- Communicate with customer teams to gather logs, system details, and diagnostic information.
- Provide clear and professional technical guidance to resolve issues.
- Support high-priority incidents affecting production systems.
Knowledge Management
- Contribute to knowledge base articles and troubleshooting documentation.
- Document recurring issues and recommended solutions.
- Assist in improving internal support procedures and diagnostic playbooks.
Collaboration
Work closely with:
- Engineering teams for bug resolution
- DevOps for environment-related issues
- Customer Success and Delivery teams to ensure customer satisfaction
