Support Analyst - Level 2 at Basis Technologies | AdTechTalent
Programmatic4 days agoHybrid
Basis Technologies
Support Analyst - Level 2
SAPABAPSAP transport managementSAP debuggingSAP architectureSAP change managementSAP UI5SAP BTPRESTODataJira Service Managementtechnical supportroot cause analysisdebuggingtransport managementcustomer supportDevOps
Key details
Salary
Not specified
Employment type
Full-time
Seniority
Mid-level
Years experience
3-5
Location
Addison, United States; Irving, United States
Full job description
Level 2 Support Analyst role at Basis Technologies requiring 2-4 years SAP technical or functional support experience in enterprise environments. Responsibilities include investigating and resolving Level 2 customer incidents, root cause analysis using SAP debugging and log analysis, diagnosing system configuration issues, supporting high-priority production incidents, debugging SAP ABAP programs, analyzing transport behavior across SAP landscapes, investigating transport management and deployment automation issues, and collaborating with L3 Engineering and DevOps. Must have strong understanding of SAP architecture, transport management, and change management processes. Customer-facing technical support experience required. Desirable skills include SAP UI5 development, SAP BTP environments, SAP integrations with REST/OData APIs, and experience with Jira Service Management. The role is hybrid with 2 days per week in the Irving, TX office, working hours 10am to 7pm CDT. Benefits include competitive salary, global flexibility to work abroad up to one month per year, enhanced parental leave, paid volunteer day, employee referral bonus, learning and development budget, and mental health first aiders programme.
What you'll do
Investigate and resolve Level 2 customer incidents related to Basis Technologies software
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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
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
Communicate clearly with customer technical teams to gather diagnostic information
Provide professional, technical guidance that resolves issues
Manage customer expectations effectively during high-priority incidents
Collaborate with L3 Engineering when product defects are identified
Work with DevOps on environment-related issues
Contribute to knowledge base articles, troubleshooting documentation, and diagnostic playbooks
Help improve internal support procedures
Requirements
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
SAP UI5 development experience (desirable)
Experience with SAP BTP environments (desirable)
Familiarity with SAP integrations and REST/OData APIs (desirable)
Experience using Jira Service Management or similar ticketing systems (desirable)
Tech stack
SAPABAPSAP transport managementSAP debuggingSAP architectureSAP change managementSAP UI5SAP BTPRESTODataJira Service Management
Benefits
Competitive salaryGlobal Flexibility – work abroad for up to one month per yearEnhanced Parental LeavePaid Volunteer DayEmployee Referral BonusLearning and Development BudgetMental Health First Aiders Programme
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