SAP NS2 Customer Success Center of Excellence (CoE) Support Engineer

Job Description:

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.

NS2 COMPANY DESCRIPTION 

SAP is the global market leader for business software and related services. SAP National Security Services Inc.® (SAP NS2®) is an independent U.S. subsidiary of SAP.  At SAP NS2, we leverage best-in-breed technologies engineered by SAP to protect the lives, assets and information of Americans.  We offer SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers. 

 This position requires access to customer data; Must be a U.S. citizen.  SAP NS2 does not offer Visa sponsorships for this role.  All internals must have manager's approval to transfer. 
 

Role Purpose 

The Customer Success Center of Excellence (CoE) Support Engineer will help improve how we use data and digital content to support internal teams and deliver a better customer experience by:

* Pulling, cleaning, and harmonizing data from multiple systems

* Automating recurring reporting and insights

* Using modern tools, including AI and LLMs, to create clear, impactful digital content (videos, presentations, guides)

* Collaborating with Support, Customer Success, and Operations teams on internal initiatives

This role will be highly collaborative across the Customer Success organization, ideal for someone who is curious, data-driven, and eager to learn.

 

Job Responsibilities 

* Pull, clean, and harmonize data from multiple systems (e.g., ticketing, CRM, internal tools) to support SLA tracking, ticket analysis, and escalation reporting.

* Build and maintain recurring reports and dashboards, working toward automating manual data preparation and reporting using analytics and no-code/low-code tools.

* Analyze data to surface trends and insights (e.g., recurring issues, SLA risks, escalation drivers) and summarize findings in clear, visual formats for internal stakeholders.

* Use productivity and AI/LLM tools to efficiently create and refine internal training decks, process documentation, and short video walkthroughs.

* Collaborate with Support, Customer Success, Product, and Operations to clarify requirements, validate outputs, and document key processes related to reporting, analytics, and content.

Requirements/Must Haves: 

* Some experience working with data (coursework, projects, internships, or prior roles), including:

* Pulling data from reports or exports

* Cleaning and organizing data in tools like Excel/Sheets or similar

* Interest in and willingness to learn:

* Analytics and reporting tools (e.g., dashboards, basic BI capabilities)

* No-code/low-code tools and workflow builders

* AI and LLM-based tools to assist with analysis and content creation

* Ability to translate business questions into simple analyses and clear visuals.

* Strong attention to detail and organization when working with data, metrics, and internal-facing content.

* Clear written and verbal communication skills with non-technical and technical stakeholders.

* Demonstrated ability to take direction, prioritize tasks, and make steady progress with guidance in a team environment.

  

Preferred Qualifications:

* Exposure to SaaS customer support, customer success, or operations environments (through internships, prior roles, or academic projects).

* Familiarity with ticketing, CRM, or service management tools (e.g., ServiceNow, Jira, Salesforce, or similar).

* Experience building basic dashboards or reports in any analytics/BI tool (e.g., Excel/Sheets pivot tables, Power BI, SAP Analytics Cloud, Tableau, or equivalent).

* Experience creating digital content such as:

* Training materials, how-to guides, or knowledge articles

* Presentation decks

* Short screen-capture or explainer videos

* Interest in regulated, mission-focused, or enterprise environments.

 

Note: The job description is meant to be a guideline. It is not exhaustive, and we will expect the selected candidate to show flexibility and eagerness to undertake varied tasks and projects. 

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: Careers@sap.com.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, 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, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP's commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted annual combined range for this position is 63200-140600USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

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

Requisition ID: 455125 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

Requisition ID: 455125

Posted Date: Jun 4, 2026

Work Area: Customer Service and Support

Career Status: Professional

Employment Type: Regular Full Time

Expected Travel: 0 - 10%

Location:
Herndon, VA, US, 20171