Senior Customer Support Specialist

Overview Join to apply for the Senior Customer Support Specialist role at SAP LeanIX . You will be based in the SAP office in the Sao Leopoldo region and work with multinational teammates across the US, Spain, Netherlands, Australia, Germany and Japan. What You’ll Do: Your Impact at SAP LeanIX 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 with Customer Success Managers, Engineers, and Developers to ensure rapid and effective resolutions. Leverage Your Technical Toolkit: Explore the root cause by examining logs, running scripts, and applying your knowledge of JSON and basic coding. Drive Process Excellence & Scale Our Success: Create stellar internal and external documentation and contribute to improving our support processes to scale excellence. Grow into an Expert: Expand expertise in areas like Enterprise Architecture, advanced reporting, and the relationships between applications and IT components, with a clear runway for growth. Shape Our Team Culture: Help onboarding as a Team Buddy and foster a positive, collaborative team environment. What You’ll Bring: The Skills for Success Experience: 3–5 years in technical or application support, or a similar customer-facing technical role; SaaS experience is a huge plus. Education: Degree in Computer Science, Mathematics, Data Analytics, or a closely related discipline. Technical Foundation: Basic programming/scripting skills (e.g., Python) and familiarity with JSON configuration; comfortable navigating new software; foundational understanding of the SAP LeanIX platform or quick learner. Problem-Solving Prowess: Strong problem-solving abilities and the use of structured methodologies to break down complex problems. Self-Starter: Proactive with a desire to grow, take on extra projects, and contribute to regional growth and onboarding of new team members. Exceptional Communicator: Strong verbal and written communication skills in English, Portuguese and Spanish. Customer-Centric Mindset: Focus on reducing customer effort and optimizing customer success, with understanding of key support KPIs. Why You’ll Love Working at SAP LeanIX Make a Real Impact: Your work contributes to customer satisfaction and success for leading companies. Unmatched Growth Opportunities: Professional development, mentorship, and autonomy to grow into a subject matter expert. A Culture of Collaboration: Supportive and driven team where contributions are valued and mentoring others is encouraged. Work with a Market Leader: Support a best-in-class SaaS product with global reach and stability. Where You Belong Your team comprises multinational members across the globe. You will be based in our SAP office in the Sao Leopoldo region, with regular communication to colleagues in the US, Spain, Netherlands, Australia, Germany and Japan. Collaboration is key to achieving the common goal of delivering outstanding customer support and leading a cloud-based enterprise architecture product. Bring out your best SAP innovations help more than 400,000 customers worldwide work together efficiently. SAP is a cloud company with a global footprint and a focus on personal development. You can bring your best here. We win with inclusion SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone can run at their best. SAP is committed to Equal Employment Opportunity and provides accessibility accommodations on request. For accommodations or assistance, please email Recruiting Operations Team: For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, subject to policy. Qualified applicants will be considered without regard to age, race, religion, national origin, ethnicity, gender, sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable laws. Successful candidates may undergo a background verification. Requisition ID: | Work Area: Customer Service and Support | Expected Travel: 0 - 20% | Career Status: Professional | Employment Type: Regular Full Time #J-18808-Ljbffr