Senior Solution Support Engineer - Sovereign Cloud

About the job

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

Summary

Are you a natural problem-solver who thrives in high-stakes, security-sensitive environments? Do you love turning complex technical challenges into customer wins for some of the most critical organizations in the public sector?

At SAP LeanIX, we’re building the software that empowers organizations to create transparent, future-ready IT landscapes. Our Sovereign Cloud (SovCloud) offering serves public sector and highly regulated customers who demand the highest levels of security, compliance, and trust. We’re looking for a passionate, technically-minded, and security-conscious Sovereign Cloud Senior Solution Support Engineer to be the trusted advisor and first point of contact for our SovCloud users.

This isn’t your average support role. You are the voice of SAP LeanIX in the Sovereign Cloud space, the detective who uncovers the root of a problem, and the hero who delivers the solution—all while operating within a strictly regulated environment. If you thrive on diving deep into complex issues, engaging directly with demanding stakeholders, and making a tangible impact every day, we want to hear from you.

Your Impact at SAP LeanIX

As a Sovereign Cloud Senior Solution Support Engineer, you’ll be at the core of our SovCloud customer experience, ensuring every interaction is seamless, insightful, secure, and effective.

• Become a Product Champion: Dive deep into complex customer support requests across multiple channels (ServiceNow, Slack, MS Teams, SAP For Me), becoming the go-to expert for Sovereign Cloud solutions. You’ll own cases from start to finish, using your analytical skills to diagnose, troubleshoot, and resolve issues in a secure environment.

• Collaborate to Innovate: Act as the central hub for customer issues, working seamlessly with Customer Success Managers, Engineers, Developers, and Sovereign Cloud operations teams. You’ll know exactly who to involve and

when, ensuring rapid and effective resolution—even for the most critical requests.

• Bridge-Builder & Stakeholder Manager: Serve as a clear and confident communicator, building strong bridges to adjacent teams as well as to third parties and stakeholders at our SovCloud customers. You navigate demanding customer conversations with poise, applying strong objection handling and resilience.

• 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 leverage your knowledge of JSON and basic coding to get to the root cause—while adhering to strict SovCloud security protocols.

• Drive Process Excellence & Scale Our Success: Champion knowledge sharing by creating stellar internal and external documentation. You won’t just follow our SovCloud support process—you’ll actively contribute to improving it, helping us scale our world-class support in the public sector.

• Grow into an Expert: Continuously expand your expertise in deep-dive topics like Enterprise Architecture, advanced reporting, Sovereign Cloud operations, 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: Act as an internal multiplier and catalyst for the team. As a senior team member, you’ll help onboard new joiners as a "Team Buddy," sharing your knowledge, enthusiasm, and best practices to elevate the entire team.

What You’ll Bring: The Skills for Success

We’re looking for a proactive, curious, and resilient individual who is driven by the motivation to minimize customer effort and maximize their success—especially in demanding, security-sensitive contexts.

Required Qualifications

• Security Clearance Eligibility: Ability to successfully pass and maintain a full background check for security clearance required to handle public sector customer data. Candidates must meet all Sovereign Cloud compliance and regulatory eligibility requirements applicable to the target region.

• Experience: A minimum of 3–5 years of experience in a technical support, application support, or similar customer-facing technical role (SaaS experience is a huge plus!).

• Practical experience with AI tools in a professional context — including large language models (LLMs), configuring AI agents (e.g., Claude), and using AI to improve troubleshooting and documentation quality.

• Education: A degree in Computer Science, Mathematics, Data Analytics, or a closely related discipline.

• Solid Technical Background: Strong technical foundation 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 enterprise SaaS platforms.

• 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.

• Exceptional & Clear Communicator: Outstanding verbal and written communication skills, with a proven ability to build bridges to adjacent teams as well as to third parties and stakeholders at our SovCloud customers. You explain complex technical concepts clearly and concisely to both technical and non-technical audiences.

• Resilience Under Pressure: You feel comfortable being exposed to demanding customer conversations, with strong objection handling skills and personal resilience. You remain composed, constructive, and solution-focused—even in challenging escalations.

• Self-Starter: You set the example by taking your duties to the next level—taking on additional projects, joining regional summit expos, continuously learning on the job, and looking to grow, not just for yourself, but for the growth of the region and future new joiners to the team.

• Team Catalyst: Proven ability to act as an internal multiplier—sharing knowledge, mentoring peers, and driving team-wide improvements.

• Customer-Centric Mindset: A genuine desire to help others and a strong understanding of key customer support KPIs and how to positively influence them.

Strong Plus

• Very good understanding of SAP Golden Standard, i.e., HCMS support processes, including SAP For Me.

• Very good knowledge of SAP LeanIX as a whole, including its architecture, modules, and integration ecosystem.

• Prior experience supporting public sector, government, or regulated-industry customers in a Sovereign Cloud or equivalent environment.

Meet Your Team

Your team is comprised of multi-national members across the globe. You will be based in our SAP office in the North America region. You will be in regular communication with team members located in the US, South America, Spain, Netherlands, Australia, and Germany. Communication and collaboration are key to achieving a common goal: to better support our customers—not only as a world-

class support organization, but as a leading SAP product in the Cloud-Based and Sovereign Cloud Enterprise Architecture environment.

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 public sector and enterprise organizations.

• 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 in Sovereign Cloud support.