Customer Support Specialist - LeanIX

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.

LeanIX is a market-leading enterprise architecture solution

SAP LeanIX uses enterprise architecture to help businesses plan and navigate transformations like ERP upgrades, application modernization, cloud migration, and AI adoption and governance.

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 Specialist, 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, Data Science 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 Prosess: 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.
• Language: Fluent Japanese, Business level English.

*DBEIMA … Define the problem, Break it down, Evaluate options, Implement a solution, Monitor results

Why You’ll Love Working at SAP LeanIX

• Make a Real Impact: Your work directly contributes to customer satisfaction and the success of some of the world's leading companies.
• Unmatched Growth Opportunities: We are committed to your professional development. You'll be challenged, mentored, and given the autonomy to grow into a subject matter expert.
• A Culture of Collaboration: Join a supportive, intelligent, and driven team where your contributions are valued, and you have the opportunity to mentor others.
• Work with a Market Leader: You’ll be supporting a best-in-class SaaS product that combines the innovation of a category-defining startup with the global reach and stability of SAP.

Ready to build the future with us? Apply now and let's transform the world of Enterprise Architecture together!

Meet your team:

Your team is comprised of multi-national members across the globe. You will be based in our SAP office in Japan where a majority of the team resides. However, you will be in regular communication with those members located in the US, Spain, Netherland, Australia, and Germany. There may be opportunities for international business travel depending on project needs and collaboration requirements. Communicatin and collaboration is key in order to achieve a common goal, to better support our customers, not only as a world class support organization but a leading SAP product in the Cloud Based Enterprise Architecture environment.

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: 436575 | Work Area: Customer Service and Support | Expected Travel: 0 - 20% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid