SAP iXp Intern - Customer Interaction & Support Escalation

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 Build

The SAP Internship Experience Program is SAP’s global, strategic, paid internship program that provides university students with opportunities to find purpose in their careers. This is more than an internship, it’s the foundation for a career built on connection, creativity, and impact.

Position title: SAP iXp Intern - Customer Interaction & Support Escalation

Location: São Leopoldo, Brazil [hybrid position, 3 days per week working from the office]

The job responsibilities are categorized into case-related and non-case-related activities to provide clarity on the scope of the role:

Case-Related Activities

• Coordinate and prioritize the process of critical customer cases, ensuring swift and effective responses.
• Identify critical escalation scenarios and engage relevant MCC teams and internal stakeholders to support the customers.
• Analyze and monitor critical customer situations, mitigating the risk of serious business-impacting situations.
• Evaluate technical issues from a business perspective to assess their impact on customers’ daily operations.
• Use a standardized escalation-handling model to ensure clarity and transparency when guiding customers through critical situations.

Non-Case-Related Activities
Customer Interaction & Support

• Address non-technical customer queries, such as assistance with software downloads, user ID management, and license key requests.
• Guide customers through the SAP Support Portal, offering tailored advice to help them maximize available support resources.
• Maintain consistent, professional, and proactive communication with SAP customers and internal colleagues at all times.

Enablement & Knowledge Management

• Deliver enablement sessions, info-sessions, and workshops to educate customers, SAP partners, and internal teams.
  
• Create high-quality content for MCC’s knowledge base aimed at improving knowledge-sharing and user support.
  
• Facilitate knowledge transfer and training to support the onboarding of internal staff and colleagues.
  
• Continuously develop personal expertise by attending e-learning modules, remote training, coaching activities, and classroom lessons.

What You’ll bring:

A curious and agile mindset, with a passion for learning and the resilience to adapt in a fast-paced, evolving environment. Strong problem-solving and creative thinking skills, with the ability to collaborate across teams and communicate ideas clearly and effectively. Emotional intelligence and cultural awareness that support inclusive teamwork and thoughtful stakeholder engagement. A growing foundation in business acumen and emerging technologies—especially artificial intelligence—paired with a results-oriented approach and the courage to take initiative.

• Bachelor's degree in Business Administration, Information systems, IT Management, etc.
• Knowledge and/or experience with SAP products is highly desirable.
• Knowledge of business processes is a strong advantage.

• Please submit your resume in English

Where You Belong:

Be part of SAP Next Gen, a global community for students, universities, schools and educational partners, who are passionate about innovation and technology.

1. Culture of Collaboration: Partner with experienced SAP colleagues and expert mentors who will support your growth. Grow professionally through personalized mentoring, coaching, and career development support.

2. Project-driven Experience: Kickstart your career with hands-on learning experience, making an impact from day one by contributing to meaningful projects that help the world run better. You’ll have endless learning resources at your fingertips and gain future-ready skills from a variety of virtual, in-person, and hybrid learning sessions, cultivated just for you, and aligned with our learning approach.

3. Gain Visibility: Build relationships with leaders and peers across teams and functions. Showcase your ideas, skills, and creativity in a global, fast-paced environment. Open doors for future career opportunities within SAP and beyond.

This is an exceptional opportunity to join the SAP Mission Control Center (MCC), a global organization delivering 24/7 support for over 400,000 SAP customers worldwide. MCC focuses on protecting, preventing, and accelerating to maximize customer success — safeguarding implementation and upgrade projects, mitigating risks, and ensuring efficient SAP software adoption.

As a CISE (Customer Interaction & Support Escalation) Specialist, you will act as a central point of contact for customers experiencing both critical escalations and non-technical support needs. You will serve as the interface between customers and SAP's global technical support organization, delivering expertise for escalated situations and empowering customers with proactive guidance on SAP support resources.

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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: [email protected].

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.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 458586 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Student | Employment Type: Limited Full Time | Additional Locations: #LI-Hybrid