Solution Support Engineer-business Technology Platform

**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**

If you’re searching for a diverse, multi-cultural team where you feel empowered, respected, and dedicated to your ideas and individual growth — you have come to the right place. Our team culture encourages and recognizes unique contributions and provides a fun, flexible, and inclusive work environment.

The Role

As a BTP Solution Support Engineer, you will troubleshoot and solve customer issues reported through industry-leading channels within SAP Business Technology Platform (BTP). This includes engaging directly with customers, collaborating with development teams, using knowledge repositories, simulating problems, and working on customer systems to resolve complex issues. Your goal is to deliver a high-quality customer experience while developing deep technical expertise.

Key Responsibilities:

- Investigate and resolve complex, real-world customer issues related to SAP BTP.
- Deliver Core Customer Support by Solving complex customer issues in team environments (swarming) and individual-driven actions (incident solving or real-time support), in cooperation with experienced support engineers if necessary while maintaining a high level of customer satisfaction
- Escalate sensitive customer issues to component owner, creating an action plan and communicating it back to the customer / beneficiary.
- Use SAP and third-party tools to diagnose issues on customer systems.
- Create knowledge documents, tools, and processes to support our customers, and to help colleagues prevent future issues (WIKI content, Knowledge Base Articles, Guided Answers,).
- Participate in shift work, including weekends, as scheduled.
- Develop product specialization in at least one product area.
- Continuously learn and master SAP software used by industries, governments, and multinational companies.
- Contribute to innovation projects aimed at achieving our Vision and Goals and act as a Change Leader in achieving those projects.

Technologies Supported:

- Client Server Technology
- Security
- Workflow / RFC / Middleware
- Master Data Governance

**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).
- 2-4 years of professional experience in Software Engineering / Support.

Skills and Competencies:

- Strong IT affinity and technical aptitude to troubleshoot customer issues effectively.
- Excellent communication, collaboration, and customer service skills.
- High proficiency in English (spoken and written); Proficiency in Japanese is not required but would be considered a significant asset.
- Programming skills preferred.
- Strong analytical and problem-solving abilities.
- Open and professional communication style.
- Strong team player who learns and adapts quickly.
- Customer-centric mindset with a passion for delivering high-quality solutions.
- Ability to thrive in a fast-paced, changing environment with a cloud-first mindset.

**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

SAP is committed to supporting your professional growth and development:

- Career Progression: SAP provides the tools and resources to help employees grow in their careers.
- 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

**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 - regardle