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

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 

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