Solution Support Engineering Manager - SuccessFactors

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.

Location: Budapest, Hungry (Hybrid: minimum 3 days in office)

At SAP, we help the world run better. As the global leader in business software, SAP plays a vital role in powering the global economy. For over 50 years, we’ve helped businesses overcome complex challenges, accelerate innovation, and transform industries with world-class software solutions. Join us and bring your ideas to life with real impact.

Role Overview:

We’re looking for a Support Team Manager (STM) to lead our Learning Management/Platform technical support team within SuccessFactors in our Budapest Support Center. The key candidate will help lead and develop a high-performing global support team responsible for delivering exceptional technical support to international customers. The role focuses on building an inclusive and high-performing culture, driving operational excellence, enabling AI-powered support transformation, and ensuring teams are equipped to address evolving customer and technology needs. You will be leading a team of 11 amazingly talented support engineers. In this role, you'll guide a team of engineers supporting our global customer base while driving operational excellence and innovation in the Cloud. You'll collaborate with peers across multiple ge- locations and report to the respective Product Family Head.

This is an exciting opportunity to shape the future of technical support at SAP while fostering team growth and customer success.

Key Responsibilities:

• Build and lead a high-performing team of technical support engineers by fostering an inclusive culture that values diverse personalities, strengths, and perspectives while maintaining high accountability and performance standards.
• Develop talent and drive engagement through continuous coaching, regular feedback, career development planning, and initiatives that promote learning, collaboration, and employee well-being.
• Champion AI adoption and intelligent support practices by enabling the team to effectively leverage AI-driven tools, automation, and knowledge platforms to improve efficiency, accelerate resolution times, and reduce customer effort.
• Act as the primary escalation point for complex technical issues, critical incidents, and customer concerns, ensuring timely resolution and strong stakeholder coordination.
• Translate organizational strategy into team execution by aligning team priorities with company goals and preparing engineers for future technology, customer, and support landscape changes.
• Drive operational excellence and performance management by monitoring key business metrics, identifying improvement opportunities, and ensuring consistent high-quality support delivery.
• Optimize capacity and resource management through effective workload balancing, capacity planning, and alignment with global case demand.
• Lead change and transformation initiatives, including support process improvements, adoption of new technologies, and operational efficiency programs.
• Improve support efficiency and knowledge sharing by driving adoption of knowledge management, automation, and AI-assisted troubleshooting.
• Collaborate cross-functionally with Engineering, Cloud Operations, Product teams, and other global support organizations to improve product supportability and customer outcomes.
• Represent the voice of the customer and support organization by sharing insights, trends, and feedback that drive product improvements and better customer experiences.
• Adapt to evolving business priorities by taking on additional strategic or operational responsibilities as needed.

Qualifications & Skills:

• University or College degree in Business, Economics, Engineering, or equivalent professional experience

• Proven leadership and people management skills

• Strong customer focus and ability to manage internal and external relationships

• Excellent communication, organizational, and escalation management skills

• Proactive, solution-oriented mindset with adaptability to change

• Innovative thinker with a continuous improvement approach

• Fluent in English

Experience:

• Minimum 2 years in a similar leadership role

• Strategic mindset with a track record in developing talent

What We Offer:

• Above-market compensation

• Flexible working options*

• Opportunities for continuous personal and professional growth

• Premium office environment

• Work with an international, diverse team

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: 449310 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Management | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid