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]   EXPECTATIONS AND TASKS 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

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.

SKILLS AND COMPETENCIES

Strong customer focus with good oral and written communication skills. High-level analytical and problem-solving skills, including the ability to analyze business impact information. Ability to perform under pressure with a calm, professional, and solution-driven approach. Proactive and self-motivated, with a strong sense of ownership over responsibilities. Collaborative mindset; ability to work effectively as part of a diverse, global team. Excellent organizational skills, with the ability to prioritize multiple tasks in a dynamic environment. Fluent in English (required). Intermediate Spanish or better (advantageous). Prior experiences in a customer-facing environment is desired.

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.   Skills & Experience

Strong analytical, troubleshooting, and problem-solving skills. Excellent written and verbal communication skills. Strong customer focus and ability to build trust through effective support. Ability to manage multiple priorities in a fast-paced environment. Experience in Technical Support, Consulting, Software Development, or Enterprise Software implementations.

Preferred Technical Skills

APIs (REST and/or SOAP) SQL and relational databases XML and JSON Web Services and integration technologies Reading application logs, debug traces, and troubleshooting tools Windows, Linux, or UNIX