Senior Support Engineer, SAP Retail Omnichannel

Role: Senior Support Engineer, SAP Retail Omnichannel

Duration: 6-Months Contract+Ext

Location: USA Remote

Pay Range: $70/HR - $80/HR 

JOB DESCRIPTION
Role focus: SAP Retail Omnichannel processes across stores, e-commerce, digital, wholesale, and related enterprise integrations.
The role of the Senior Support Engineer, SAP Retail Omnichannel is to provide exceptional remote-based support for mission-critical SAP applications as part of our global customer support team. The position is responsible for researching, troubleshooting, and supporting multiple client architectures for global clients.
The role requires deep SAP Retail functional experience, omnichannel business-process expertise, integration knowledge, infrastructure and networking awareness, and the skills to diagnose serious issues, then develop, test, package, and deliver fixes in complex, integrated, and highly configured environments.


Essential Duties & Responsibilities
Solve complex customer issues using methodical troubleshooting based on expert knowledge of SAP Retail, omnichannel business processes, application functionality, and technology.
Work closely with customers daily to understand their needs, support business change, and deliver a consistently high-quality customer experience.
Provide remote-based functional support and training for SAP Retail, S/4HANA Retail, and associated omnichannel solutions.
Support client customizations and extensions while sharing implementation guidance and best-practice advice.
Diagnose and resolve issues involving retail master data, article and site processing, assortments and listing, merchandising, purchasing, pricing, promotions, allocation, replenishment, inventory, sales, returns, and store operations.
Troubleshoot cross-channel processes spanning stores, e-commerce, digital, wholesale, franchise, and customer-service channels.
Analyze integration issues involving point-of-sale systems, order management, product availability, sourcing, fulfillment, customer activity, finance, logistics, warehouse operations, external platforms, interfaces, and middleware.
Support omnichannel pricing and promotion consistency, product and inventory visibility, order capture, sourcing, fulfillment, returns, and related exception handling.
Develop application break fixes for critical product defects.
Create scripts and diagnostic approaches to identify, analyze, and correct data issues.
Manage one or more key assigned accounts as a technical and functional adviser.
Provide hands-on assistance using proprietary tools in a test environment or through remote client connectivity.
Be a proactive contributor to a 24x7x365 support organization, requiring flexibility to work evenings, weekends, and holidays when needed and to monitor email regularly outside standard business hours.
Collaborate with team members in a virtual environment to apply field experience across different client situations.
Contribute to knowledge-sharing methodologies, diagnostic tools, and creative processes that improve the client experience.


Education
Bachelor’s degree in Computer Science, Information Systems, Business, Supply Chain, Retail Management, or a related field, or equivalent professional experience.


Experience
10+ years of relevant SAP experience, with substantial hands-on expertise in SAP Retail and omnichannel functionality.
A track record of successful roles in multiple SAP implementation, support, or upgrade projects.
Deep working knowledge of retail business processes and the end-to-end customer order lifecycle across channels.
Expertise in SAP Retail master data, including articles/products, sites, merchandise categories, assortments, listing, vendors, customers/business partners, and retail organizational structures.
Strong experience with merchandising, procurement, inventory management, sales, pricing, promotions, allocation, replenishment, store operations, and returns.
Experience supporting integrated omnichannel scenarios involving stores, e-commerce, digital commerce, wholesale, fulfillment, availability, sourcing, and order orchestration.
Experience with SAP ERP Retail and/or SAP S/4HANA Retail, including full lifecycle implementation, configuration, administration, and production support.
Knowledge of relevant integrations with SAP modules and solutions such as SD, MM, FI/CO, EWM, CAR, POS, analytics, and external commerce or order-management platforms.
Analytical and logical problem-resolution skills, including the ability to trace complex transactions and data across modules, interfaces, and systems.
SAP certification(s) preferred.
Knowledge of localizations, including architecture, implementation, and key functionality.
Knowledge of maintenance and patching mechanics and SAP architecture.



Skills
Superb troubleshooting skills and tenacity in problem solving.
Passionate focus on customer support and the ability to build long-term, successful working relationships with clients.
Strong knowledge of key SAP Retail and omnichannel application functionality, configuration, tables, relationships, jobs, interfaces, and data flows.
Deep knowledge of SAP customization and extension methodologies.
Excellent development and diagnostic skills using the SAP toolset; ability to collaborate effectively with ABAP, Basis, integration, and infrastructure specialists.
Excellent interpersonal, presentation, and verbal and written communication skills.
Attention to detail and the ability to learn quickly.
Extreme focus on client satisfaction.
Demonstrated ability to work independently and as part of a team.
Ability to work calmly and professionally in high-pressure situations.
Ability to work remotely from a home-based office in a virtual environment.




Desired Qualifications
Extensive knowledge of multiple SAP modules and releases, including product-suite business processes, navigation, configuration requirements, integrations, and underlying technology.
Experience with advanced retail capabilities such as omnichannel promotion pricing, merchandise and assortment planning, customer activity, product availability and sourcing, distributed fulfillment, and retail analytics.
Knowledge of SAP Industry Solutions, particularly retail, consumer products, fashion, wholesale distribution, or related sectors.
Knowledge of country-specific solutions and global retail implementations.
A consulting background is useful but not mandatory.
Experience supporting high-volume, highly integrated, business-critical retail environments.
Experience with cloud, on-premises, and hybrid SAP landscapes is advantageous.



Success Profile
The strongest candidate combines deep SAP Retail configuration and production-support expertise with a practical understanding of how customers, products, prices, promotions, inventory, orders, and returns move across channels. The engineer can isolate whether an issue originates in process design, configuration, master data, custom code, integration, infrastructure, or an external platform, and can guide the client to a reliable and supportable resolution.