Customer Support Engineer (f/m/d)

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 do:

Summary:

Are you a natural problem-solver who loves turning technical challenges into customer wins?

At SAP LeanIX, we're building the software that empowers organizations to create transparent, future-ready IT landscapes. Our platform is a market leader, and our customers are at the heart of everything we do. We're looking for a passionate and technically-minded Customer Support Specialist to be the trusted advisor and first point of contact for our users.

This isn't your average support role. You are the voice of SAP LeanIX, the detective who uncovers the root of a problem, and the hero who delivers the solution. If you thrive on diving deep into complex issues, collaborating with brilliant minds, and making a tangible impact every day, we want to hear from you.

 

What You’ll Do: Your Impact at SAP LeanIX

As a Customer Support Engineer, you'll be at the core of our customer experience, ensuring every interaction is seamless, insightful, and effective.

• Become a Product Champion: Dive deep into complex customer support requests across multiple channels (ServiceNow, Slack, MS Teams), becoming the go-to expert for solutions. You'll own cases from start to finish, using your analytical skills to diagnose, troubleshoot, and resolve issues.
• Collaborate to Innovate: Act as the central hub for customer issues, working seamlessly with Customer Success Managers, Engineers, and Developers. You’ll know exactly who to involve and when, ensuring a rapid and effective resolution for even the most critical requests.
• Leverage Your Technical Toolkit: Go beyond the surface to understand the "why" behind an issue. You’ll use technical resources like log entries, run and adapt scripts, and utilize your knowledge of JSON and basic coding to get to the root cause.
• Drive Process Excellence & Scale Our Success: Champion knowledge sharing by creating stellar internal and external documentation. You won’t just follow our support process—you’ll actively contribute to improving it, helping us scale our world-class support.
• Grow into an Expert: Continuously expand your expertise in deep-dive topics like Enterprise Architecture, advanced reporting, and the intricate relationships between applications and IT components. Your career path is focused on tackling challenges of increasing complexity and scope, with a clear runway for growth.
• Shape Our Team Culture: Foster a positive, high-spirited team environment. As a key team member, you'll help onboard new joiners as a "Team Buddy," sharing your knowledge and enthusiasm.

 

 

What You’ll Bring: The Skills for Success

We're looking for a proactive and curious individual who is driven by the motivation to minimize customer effort and maximize their success.

• Experience: A minimum of 2 years of experience in a technical support, application support, or a similar customer-facing technical role (SaaS experience is a huge plus!).
• Education: A degree in Computer Science, Mathematics, Data Analytics, or a closely related discipline.
• Technical Foundation: A solid technical aptitude with basic programming/scripting skills (e.g., Python) and familiarity with JSON configuration. You’re comfortable navigating new software and have a foundational understanding of the SAP LeanIX platform (or you're a very fast learner!).
• Problem-Solving Prowess: Excellent problem-solving skills are a must. You are comfortable using structured methodologies (like DBEIMA or the 5Ps) to systematically break down and solve complex problems.
• Exceptional Communicator: You possess outstanding verbal and written communication skills, with the ability to explain complex technical concepts clearly and concisely to both technical and non-technical audiences.
• Customer-Centric Mindset: You have a genuine desire to help others and an understanding of key customer support KPIs and how to positively influence them.

 

Why You’ll Lov