SAP iXp Intern - Critical Incident Management Support

Description du poste:

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.

What You'll Build

The SAP Internship Experience Program is SAP's global, strategic, paid internship program that provides university students with opportunities to find purpose in their careers. This is more than an internship, it's the foundation for a career built on connection, creativity, and impact.

Position title: SAP iXp Intern - Critical Incident Management Support

Location: São Leopoldo, RS [hybrid position, 3 days per week working from the office]

* Act as a globally accessible escalation point for critical customer incidents.

* Support consultants and stakeholders by using AI-assisted tools to improve issue resolution, communication, and prioritization.

* Help identify process gaps and automation opportunities to ensure consistent and reliable handling of critical incidents.

* Ensure end-to-end visibility of action plans for customers and internal stakeholders for resolution toward critical customer incidents.

* Provide feedback to continuously optimize processes using data and automation.

* Participate in internal, innovation-driven projects, including initiatives focused on AI adoption, digital efficiency, and customer experience improvement.

What You'll bring:

A curious and agile mindset, with a passion for learning and the resilience to adapt in a fast-paced, evolving environment. Strong problem-solving and creative thinking skills, with the ability to collaborate across teams and communicate ideas clearly and effectively. Emotional intelligence and cultural awareness that support inclusive teamwork and thoughtful stakeholder engagement. A growing foundation in business acumen and emerging technologies-especially artificial intelligence-paired with a results-oriented approach and the courage to take initiative.

You are naturally curious about how AI, automation, and data can improve the way people work. You don't need to be an AI expert but you are excited to learn, experiment, and collaborate with intelligent systems.

* Takes initiative, adapts quickly, and enjoys working in a technology and AI-enabled environment

* Is eager to learn how AI copilots, automation, and analytics can support decision-making and customer experience

* Communicates clearly and confidently, both in writing and verbally

* Strong communication skills both written and spoken in Portuguese and English

* Undergraduate students in technology, business or equivalent work experience in related field preferred

* Basic knowledge in one business/technology area

* Basic experience dealing with IT and standard software (MS Office)

* Knowledge with Business Processes would be a benefit

* Customer focus and communication skills (oral/written)

* Problem solving/analytical skills

* Flexible approach to working in teams as well as environment

* Advanced English

* Spanish is a plus

Where You Belong:

Be part of SAP Next Gen, a global community for students, universities, schools and educational partners, who are passionate about innovation and technology.

1. Culture of Collaboration: Partner with experienced SAP colleagues and expert mentors who will support your growth. Grow professionally through personalized mentoring, coaching, and career development support.

2. Project-driven Experience: Kickstart your career with hands-on learning experience, making an impact from day one by contributing to meaningful projects that help the world run better. You'll have endless learning resources at your fingertips and gain future-ready skills from a variety of virtual, in-person, and hybrid learning sessions, cultivated just for you, and aligned with our learning approach.

3. Gain Visibility: Build relationships with leaders and peers across teams and functions. Showcase your ideas, skills, and creativity in a global, fast-paced environment. Open doors for future career opportunities within SAP and beyond.

The Customer Interaction & Support Escalation (CISE) team serves as SAP's frontline support and first level of escalation, playing a critical role in shaping the customer support experience. Our mission is to create a seamless, unified support journey for customers when they engage with SAP, ensuring clarity, consistency, and confidence at every touchpoint.

By operating at the intersection of customers, support teams, and internal stakeholders, CISE drives fast, coordinated incident handling and end-to-end visibility across the support lifecycle. The team is dedicated to transforming the support experience, ensuring that customers feel valued, heard, and well-served throughout their interactions with SAP.

This is a unique opportunity to be part of a globally connected, customer-centric organization that continuously evolves how support is delivered, focusing on service excellence, operational efficiency, and long-term customer trust.

**Please, upload your resume in English

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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, 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 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: 452532 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Student | Employment Type: Limited Full Time | Additional Locations: #LI-Hybrid

Requisition ID: 452532

Posted Date: May 19, 2026

Work Area: Customer Service and Support

Career Status: Student

Employment Type: Limited Full Time

Expected Travel: 0 - 10%

Location:
São Leopoldo, BR, 93022-718