SAP Critical Incident Management Engineer Intern (Estagiário) Job in São Leopoldo, Brazil

Requisition ID: 184798

Work Area: Customer Service and Support

Expected Travel: 0 - 10%

Career Status: Student

Employment Type: Intern


SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.


This is a unique opportunity to be part of a team that supports SAP customers within an organization that interfaces between the customer and technical support across the United States, Canada and Latin America countries.

Consistent and reliable processing of customer incidents is one of the critical success factors for SAP Support and a main contributor to customer satisfaction. Critical Incident Management (CIM) handles critical customer incident escalation related activities to guarantee proper customer issue handling. The main goal of Critical Incident Management is to react quickly or even prevent critical situations for our customers, which might otherwise impact their major business.


  • Provide a globally accessible escalation point for existing customer incidents

  • Support consultants on effective issue resolution and internal communication

  • Fill in any process gap to ensure consistent and reliable processing of critical customer incidents

  • Ensure visibility to our customer and internal stakeholders into any associated action plans for resolution toward critical customer incidents

  • Provide feedback for future process improvement

  • Participate in internal projects driven by internal requirements


  • Undergraduate students in technology, business or equivalent work experience in related field preferred

  • Basic knowledge in one business/technology area

  • Basic experience dealing with IT and standard software (MS Office,...)

  • Knowledge with Business Processes would be a benefit

  • Customer focus and communication skills (oral/written)

  • Problem solving/analytical skills

  • Flexible approach to working in teams as well as environment

  • Advanced English

  • Spanish is a plus


  • No previous experience required.


Success is what you make it. At SAP, we help you make it your own.A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now .


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 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: ).

Successful candidates might be required to undergo a background verification with an external vendor.

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