Senior Solution Support Engineer -Business Technology Platform
SAP
We help the world run better
At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.
About SAP Labs Network and SAP Labs Vietnam
SAP Labs Network is the global R&D setup where over 55,000 engineers around the world create, operate and support the most innovative enterprise solutions for SAP’s customers worldwide. SAP Labs Vietnam aims to become one of the key locations within the SAP Labs Network to support the engineering growth for SAP.
What you’ll do
Do you demand the best from your professional career? Are you inspired by excellence? At SAP, you will have the power to make a real impact. As the global market leader for business software, SAP helps companies and organizations in more than 25 industries to run better.
The new Technical Support Team at the SAP Vietnam/SAP Labs office in Ho Chi Minh City is critical to SAP's future success in the APAC region. We are looking for candidates who strive to make the world run better by delivering exceptional customer support and driving customer satisfaction.
The Role
As a Senior Solution Support Engineer, you will troubleshoot and solve complex customer issues reported through industry-leading channels within SAP Business Technology Platform (BTP). This role involves engaging with development teams (including management), collaborating with global teams, using knowledge repositories, simulating problems, and working on customer systems to resolve challenging issues. Your goal is to deliver an excellent customer experience while acting as a technical thought leader and go-to expert for local and remote teams.
Technologies Supported:
- UX/UI and mobile-based technologies
- SAP FIORI
- Gateway
- Relational databases
- Operating Systems
Responsibilities
- Investigate and resolve complex, real-world customer issues with independent thinking and effective problem-solving skills.
- Provide expert-level technical problem-solving and debugging.
- Recommend technical solutions and develop workarounds for corrective action.
- Document communications and actions accurately in SAP’s CRM system.
- Use SAP and third-party tools to diagnose problems directly on customer systems.
- Participate in shift work, including weekends, as scheduled.
- Master SAP software used by industries, governments, and multinational companies.
- Act as a technical thought leader and escalation point for both local and remote teams.
- Develop and implement concepts for continuous improvements of tools, processes, and content.
- Handle customer escalations with poise and attention to detail.
What you bring
Education and Experience:
- University degree or college diploma in Computer Science, Information Technology, Software Engineering, Business Information Systems, Engineering, Science, or Mathematics preferred (but not required).
- 5+ years of professional experience in a technical support, development, or operations role.
- Experience with SAP solutions and technology preferred.
Skills and Competencies:
- Strong IT affinity and technical aptitude to assess, research, and troubleshoot customer issues.
- Ability to quickly gain insight into customers’ solution landscapes and business processes.
- Strong analytical and problem-solving skills.
- Excellent communication, collaboration, and customer service skills.
- High proficiency in English (spoken, written, and customer management).
- Programming skills preferred.
- Open and professional communication style.
- Strong presentation, communication, and conflict management skills.
- Ability to thrive in a fast-paced, changing environment with a cloud-first mindset.
- Leadership by example and ability to mentor junior team members.
- Customer-centric mindset with a passion for delivering high-quality solutions.
Meet your team
If you’re searching for a diverse, multi-cultural team where you feel empowered, respected, and supported in your ideas and individual growth — you have come to the right place. Our team culture encourages and recognizes unique contributions while providing a fun, flexible, and inclusive work environment.
The new Technical Support Team at the SAP Vietnam/SAP Labs office in Ho Chi Minh City is critical to SAP's future success in the APAC region. We are looking for candidates who strive to make the world run better by delivering exceptional customer support and driving customer satisfaction.
Career Development and Growth
As a member of the BTP team and the wider Technical Support organization, you can be confident that your career development will be prioritized through:
- Career Progression: SAP provides the tools and support to help you grow in your career.
- Training: A structured development plan combining on-the-job learning and formal training ensures continuous skill development.
- Global Exposure: Collaborate with global teams and gain exposure to diverse industries and customer environments.
#SAPLabsVietnamCareers #LI-MW3
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 and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide 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.
EOE AA M/F/Vet/Disability:
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.
Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID: 425772 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.