Support Analyst - Level 2

Job Description

Job Description

Location: Hybrid - must be comfortable working in the Irving, TX office 2 days a week

Hours: 10am to 7pm CDT

This is not a generic SAP support role. If you have spent time in enterprise SAP environments and you want to go deeper, debugging real production issues, working alongside product engineers, and building expertise in a product used by some of the world's most complex organisations, this is worth reading.

As a Level 2 Support Analyst at Basis Technologies, you sit at the technical heart of the customer experience. You take the hard cases, the ones that require real root cause analysis, ABAP debugging, and transport management expertise, and you solve them. You work directly with customers' technical teams, and when a defect needs escalating, you hand it to L3 Engineering with your analysis already done.

WHY THIS ROLE?

Product depth, not project breadth.

If you have come from a consultancy or service integrator (SI) background, you will know what it feels like to move on before you fully understand what you built. Here, you own the product. You build expertise over months and years, not weeks, and that depth is what makes you genuinely valuable in the SAP ecosystem.

You work with Engineering, not around them.

When you identify a product defect, you escalate directly to L3 Engineering. You are not managing a relationship with a distant development team, you are a trusted technical voice in the room. That visibility creates real progression opportunities for people who want them.

No travel. Stable. Ownership.

Many people in SAP consulting reach a point where the project rotation and travel stop being a feature and start being a cost. This role offers the technical challenge without that trade-off. You get autonomy, direct customer impact, and the stability of a growing product company.

The skills you build here are rare.

Deep knowledge of SAP transport management, ABAP debugging, and change management processes in a product context — rather than implementation context — is a profile that is hard to find and well-compensated across the market.

THE ROLE

Reporting to the Head of Support, you will handle Level 2 technical escalations across Basis Technologies' global customer base, organisations running complex, interconnected SAP landscapes where change management failures have real business consequences. You investigate, diagnose, and resolve issues that require genuine SAP technical depth, collaborating across Engineering, DevOps, and Customer Success to bring production incidents to resolution.

WHAT YOU WILL DO

Technical Support & Root Cause Analysis

• Investigate and resolve Level 2 customer incidents related to Basis Technologies software

• Perform root cause analysis using SAP debugging, log analysis, and system diagnostics

• Diagnose system configuration and environment-related issues with customer technical teams

• Support high-priority production incidents with urgency and technical rigour

SAP Debugging & Transport Management

• Debug SAP ABAP programs to identify functional and technical issues

• Analyse transport behaviour across SAP landscapes (DEV, QA, PROD)

• Investigate issues involving transport management, change approvals, and deployment automation

• Apply knowledge of SAP architecture to isolate root causes efficiently

Customer Engagement

• Communicate clearly with customer technical teams to gather diagnostic information

• Provide professional, technical guidance that resolves issues — not just acknowledges them

• Manage customer expectations effectively during high-priority incidents

Engineering Collaboration & Knowledge

• Collaborate with L3 Engineering when product defects are identified — handing over with full analysis

• Work with DevOps on environment-related issues

• Contribute to knowledge base articles, troubleshooting documentation, and diagnostic playbooks

• Help improve internal support procedures so the team gets better over time

IS THIS ROLE FOR YOU?

Essential

• 2–4 years in SAP technical or functional support within enterprise environments

• Experience with SAP debugging and ABAP code analysis

• Strong understanding of SAP architecture and transport management

• Familiarity with SAP change management processes

• Ability to analyse system logs, dumps, and traces effectively

• Customer-facing technical support experience — you can hold a difficult conversation professionally

Desirable

• SAP UI5 development experience

• Experience with SAP BTP environments

• Familiarity with SAP integrations and REST/OData APIs

• Experience using Jira Service Management or similar ticketing systems

WHY JOIN US?

Aside from the benefits of role evolution, tangible individual impact, and personal growth that you would expect working in a global scale-up environment, at Basis Technologies we take looking out for our employees seriously.

Benefits include:

• Competitive salary

• Global Flexibility – work abroad for up to one month per year

• Enhanced Parental Leave

• Paid Volunteer Day

• Employee Referral Bonus

• Learning and Development Budget – each employee receives support to continue growing professionally

• Mental Health First Aiders Programme

WHO WE ARE

Basis Technologies has been officially named one of the UK's Best Workplaces™ by Great Place to Work® for three consecutive years. We are a team of 130+ people operating across the UK, US, and Budapest — collaborative, fast-moving, and genuinely invested in the people who join us.