Senior Solution Support Engineer

**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 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.

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.

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**Bring out your best**

**We win with inclusion**

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help