SAP NS2 Solution Support Engineer (Ariba Downstream) (Herndon, VA, US, 20171)

SAP
United States
Workplace: HybridFull timeUSD 91,900 - 199,000 annuallyFunction: Administration & Executive AssistanceSkills: ["Customer focus","Root cause analysis","Incident management","Communication","Continuous learning"]

Provide core support for SAP Ariba Downstream products, handling sensitive escalated incidents and complex problem resolution in secure cloud environments. Perform root-cause analysis, reproduce issues, and collaborate with development teams to drive durable fixes. Maintain customer-facing SLA performance, manage priority incidents, and build knowledge assets (SAP Notes, WIKI, Guided Answers) while participating in continuous learning, on-call, and 24x7 support rotations.

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FursaFursa
SAP
SAP
2 hours ago

SAP NS2 Solution Support Engineer (Ariba Downstream) (Herndon, VA, US, 20171)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Provide core support for SAP Ariba Downstream products, handling sensitive escalated incidents and complex problem resolution in secure cloud environments. Perform root-cause analysis, reproduce issues, and collaborate with development teams to drive durable fixes. Maintain customer-facing SLA performance, manage priority incidents, and build knowledge assets (SAP Notes, WIKI, Guided Answers) while participating in continuous learning, on-call, and 24x7 support rotations.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Handle core and escalated customer support cases, including incident solving and real-time support in team or individual-driven environments.
  • •Resolve known errors using SAP Notes, Knowledge Base Articles, and internal documentation; verify customized entries and technical parameters.
  • •Perform root-cause analysis, reproduce customer issues, and coordinate with development teams to deliver final solutions.
  • •Take ownership of the incoming ticket queue to meet SLAs and contractual KPIs, including correctly escalating, transferring, and reprioritizing incidents.
  • •Create and maintain knowledge documents, test internal systems to prevent future issues, and participate in continuous learning, onboarding, and rotational on-call/24x7 support.
Travel: Low travel

Pay and Benefits

Salary: USD 91,900 - 199,000 annually

Key Requirements

  • •Deliver core customer support by handling sensitive escalated and real-time incidents while maintaining high customer satisfaction.
  • •Perform root-cause analysis, reproduce customer issues, and collaborate with development teams to provide final solutions when required.
  • •Manage P1 incidents and contribute to incident deflection through knowledge management (SAP Notes, Knowledge Base Articles, WIKI, Guided Answers).
  • •Develop product specialization and maintain knowledge of new functionality and compliance changes; get certified as required.
  • •Strong technical skills including SAP Ariba Downstream support; SAP MM and ABAP knowledge is most preferred.
Experience:Customer supportTechnical supportSAP Ariba
Skills:Customer focusRoot cause analysisIncident managementCommunicationContinuous learning
Tech Stack:SAP Ariba DownstreamSAP Ariba NetworkSAP NotesKnowledge Base ArticlesWIKISAP Materials Management (SAP MM)ABAPSQLLogs analysisJavaObject-oriented programmingJSONXMLSOAPHTMLFiddlerSoap UIWeb browser troubleshootingHTTPSSO

Eligibility

Nationality:U.S. Person

Company Brief

SAP
Global enterprise software company best known for ERP systems and business applications covering finance, supply chain, procurement, HR, analytics, and customer management for large organizations.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Walldorf, Germany
Founded: 1972
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