SAP Customer Support Specialist Job in Herndon, Virginia

Requisition ID: 123528

Work Area: Customer Service and Support

Expected Travel: 0 - 10%

Career Status: Professional

Employment Type: Regular Full Time


As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

Customer Support Specialist

Location: Herndon, VA, USA

Work Area: Customer Service and Support

Expected Travel: 0 - 10%

Career Status: Professional

Employment Type: Regular Full Time

Must be a U.S. Citizen

All internal employees must have manager’s approval to transfer


SAP is the global market leader for business software and related services, and SAP National Security Services Inc.® (SAP NS2®) is an independent U.S. subsidiary, offering SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers.


The Service Desk Associate’s primary function is to provide technical support to users in an efficient and accurate manner, 24 x 7 x 365. You will be considered as SAPNS2’s front liner and you will solve technical problems and provide support for all assigned areas. Support includes site navigation and system troubleshooting whilst interfacing with other support groups, Operations and Development. The goal is to make sure that customer value is maintained to the standards set forth by SAPNS2.


  • Provide inbound and outbound (phone, email, web) support and resolution to customers;

  • Support includes open customer incident and service request tickets in Support ticketing system, liaising between customer, support groups and Operations/Development, track, route and redirect problems to correct resources;

  • Properly escalate unresolved issues to the next level of support; if a high-priority issue opens an investigative ticket whilst collecting all necessary debugging information;

  • Walk customers through problem solving process; research incident using available knowledge base. Ensure proper recording, documentation and closure by documenting all correspondence with customer and cloud operations group in incidents to enable record tracking and always set status of incident in ticketing system;

  • Follow-up with customers, provide feedback and see problems through to resolution;

  • Utilize excellent customer service skills and exceed customers’ expectations;

  • Preserve and grow knowledge of service desk procedures, products, services and create knowledge base system;

  • Obtain detailed and accurate information relating to the business impact of customer’s technical issues utilizing effective questioning techniques to enable incident/service ticket creation with correct priority;

  • Support customers with functional questions displaying exceptional customer service knowledge and oral/ written communication skills;

  • Exhibit strong diagnosing and troubleshooting skills whilst resolving customer issues; and

  • Seek out opportunities to add value to customers during all interactions, JAVA, SQL, Database and SuccessFactors knowledge are a plus.


  • Associates or Bachelor’s Degree in Computer Science/ Information systems is preferred.

  • Technical degree or technical troubleshooting experience required.

  • HCM (Human Capital Management) business processes and HRIS knowledge will also be beneficial.


To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable 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 (Americas: or , APJ: , EMEA: ). Requests for reasonable accommodation will be considered on a case-by-case basis.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

Additional Locations: No Selection