Solution Support Engineer - Customer Data Solutions

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.

SAP Customer Data Solutions (CDS) helps companies turn unknown site visitors into known, loyal and engaged customers. More than 500 of the world’s leading enterprises, including 50% of the comScore top 100 US web properties, rely on CDS to build identity-driven relationships with their customers while powering scalable, secure customer identity and access management (CIAM). CDS is at an exciting stage of growth as the CIAM market is rapidly expanding and we need smart, energetic, capable team members to fuel our growth.

SAP CDS is expanding our portfolio with new solutions such as our Customer Data Platform (CDP) and we are building a Support Engineering team in Hungary, co-located alongside our Product Engineering team.

In this role you will be joining a technical team that will provide the highest level of support to innovative customers who have integrated the cloud native SaaS CIAM and CDP platforms within their websites and in their applications. With a passion for great customer service, be ready to hit the ground running with your technical capabilities, critical and creative thinking, and fast-paced problem-solving skills. Join the team along our journey into the age of proactive and predictive support, using exciting tools and technology to provide SAP customers with an effortless support experience.

Key Responsibilities
include but are not limited to

• Provide technical guidance and solutions to customers, including those who have implemented SAP CDC/CDP technology in their websites and applications
• Troubleshoot and determine the root cause of product issues, obtaining detailed and accurate information relating to the business impact utilizing effective questioning and troubleshooting techniques
• Document solutions and best practices to strengthen self-service support channels, assisting in the generation, quality, and maintenance of Knowledgebase Articles, while providing feedback to product development teams to drive continuous improvements and enhancements
• Ensure customer satisfaction by proactively identifying and addressing risks to prevent future issues, resolving concerns and communicating effectively, bridging the gap between customer needs and technological capabilities, while displaying exceptional customer service through inbound and outbound support (phone, email, live chat)
• Manage or participate in improvement or prevention projects to improve the quality of the customer support organization
• Develop strong working relationships with cross-functional teams within SAP while acting as a customer advocate
• Ensure support cases with third parties are updated within SLA
• Develop knowledge of CDC APIs, product offerings, and integrations
• Leverage AI tools and agentic workflows to enhance support efficiency and quality
• Apply AI output quality assurance practices when curating knowledge base content

Requirements
include but are not limited to

• 1+ year of customer-facing work experience
• Experience with creative problem solving
• Experience in web development and other web technologies such as HTML, CSS, JavaScript, etc. is preferred
• AI Adoption Mindset: Openness and ability to embrace and integrate AI tools into daily work practices
• Agentic AI Day-to-Day Practice: Ability to work effectively with AI agents and leverage them in support workflows
• AI Output Quality Assurance: Capability to critically evaluate and validate AI-generated content and solutions
• Context Engineering: Ability to craft and structure inputs to AI systems to achieve accurate and relevant outputs

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: 455082 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid