Senior Customer Support Specialist

Overview 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. 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 3 - 5 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, 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 Prowess: 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. Self-Starter: Set the example by taking your duties to the next level, taking on other projects, joining regional summit expos, continuous learning on the job and looking to grow, not just for yourself, but for growth in the region with future new joiners to the team. 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, in English, Portuguese and Spanish. 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 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. Where you belong Your team comprises multinational members across the globe. You will be based in our SAP office in Sao Leopoldo region. However, you will be in regular communication with those members located in the US, Spain, Netherlands, Australia, Germany and Japan. Communication and collaboration are key in order to achieve a common goal, to support better 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: 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. Please note that any violation of these guidelines may result in disqualification from the hiring process. Requisition ID: | Work Area: Customer Service and Support | Expected Travel: 0 - 20% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid Job Segment: ERP, Cloud, Information Technology, IT Architecture, Customer Service, Technology #J-18808-Ljbffr