Solution Support Engineer

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging - but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

About Customer Interaction & Support Escalation (CISE)

The CISE organization unifies Critical Incident Management (CIM) and Customer Interaction Center (CIC) to enhance customer experience and operational efficiency. By combining our strengths and leveraging AI and automation, CISE streamlines frontline customer support and first level escalation handling into one integrated business function. It drives innovation and continuous improvement laying the foundation for improved satisfaction, operational excellence and future preventive focus.

WHAT YOU'LL DO

Role Summary

MCC CISE Solution Support Engineer is responsible for delivering high-quality support to customers across all inbound channels, managing escalations effectively, and leveraging AI and knowledge resources to drive an excellent customer experience. The role combines front-line contact handling with ownership of complex cases and collaboration with key stakeholders to improve processes and content.

Key Responsibilities Core Inbound Support

• Handle customer calls, chats, and cases across all assigned channels in line with documented processes and quality standards.
• Use relevant AI tools to enhance troubleshooting, speed up resolution, and provide clear, accurate information to customers.
• Contribute to overall CISE service level and quality performance through strong, consistent individual results.
• Demonstrate reliable adherence and proactivity in following shift schedules, managing calendar commitments, and maintaining attendance.
• Use telephony and chat tools correctly at all times, including appropriate profiles, routing options, and status settings.
• Perform language call backs in line with team expectations and agreed local language support models.
• Engage with customer feedback and adjust communication style and approach to improve satisfaction and reduce customer effort.
• Participate actively in coaching, calibration, and CIR sessions, implementing agreed actions in day-to-day work.
• Stay current on process, product, and tool changes and apply new information promptly in customer interactions.
• Promote and use knowledge base articles and other learning resources to support effective resolution and customer self-service.

Case and Escalation Management

• Manage escalated cases effectively to keep the volume of repeat or re-escalated cases low, intervening early where needed.
• Maintain well-organized personal follow-up queues, ensuring clear and timely handover before any planned leave where case ownership needs to be transferred.
• Seek and act on feedback from customers and internal stakeholders regarding the quality, clarity, and effectiveness of written and verbal communication.
• Contribute to reducing justified complaints, low customer effort scores, and quality-related recurring feedback by addressing root causes and following through on corrective actions.
• Handle very high and high-priority escalations within agreed service levels, providing accurate, regular updates and professional communication to all parties.
• Use appropriate AI tools during escalation handling to improve diagnosis, solution accuracy, and communication quality.

WHAT YOU BRING

Education and Qualifications

• Bachelor's degree in information technology, Computer Science, Engineering, Business, or a related field, or equivalent practical experience.
• Experience in a customer support, service desk, or technical support role in a multi-channel environment.
• Hands-on background with ticketing or case management systems and contact center / customer service platforms. (experience with service now preferred)
• Experience supporting customers through structured processes, service standards, and escalation workflows.
• Familiarity with customer communication, case documentation, and knowledge resource usage in a support environment. Skills and Competencies
• Strong customer focus with the ability to handle difficult or escalated situations calmly and professionally.
• Excellent written and verbal communication skills, including clear and concise case documentation.
• Solid analytical and problem-solving skills, with the ability to identify root causes and recommend solutions.
• High level of organization and time management, with strong ownership of follow-ups and personal queues.
• Adaptability and a growth mindset, with willingness to learn new tools, including AI, and participate in continuous improvement activities.
• Must be amenable to North America shift

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
SAP's 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: [Confidential Information].

For SAP employees: Only permanent roles are eligible for the , 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, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our .

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 452543 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid