MCC CISE (Customer Interaction & Support Escalation) Intern

Full Job Description

Job Description

What you’ll build:

• Support the completion of administrative tasks, including email dispatching, meeting minutes, presentations and report creation.
• Serve as a central contact for customers, assisting customers with queries and ensuring smooth business operations related to the SAP Support Portal, including Navigation, Software Download, and License Keys etc.
• Monitor global queue of urgent customer problems and ensure the processing.
• Process critical customer case escalations.
• Work as part of a multinational team to support daily operations, collaborate with various SAP teams to assist customers worldwide, and communicate professionally and proactively with both SAP customers and colleagues.

What You Will Bring:

• Enrollment in an undergraduate or master’s degree program relevant to the role (e.g., computer science or related field), with expected graduation in 2027 or 2028.
• Deep communication skills, with an open and professional style, to successfully address customer and colleague needs.
• Team player who is adjustable, forward-thinking, and readiness to learn in a dynamic, international environment.
• Great organizational skills and ability to oversee a variety of admin and support tasks proficiently.
• Customer-oriented mindset with perseverance, curiosity, and an interest for meaningful innovation and lifelong learning.
• Willingness to work closely with diverse international teams and support consultants.
• Proficiency in English.
• Availability to work 4-5 days a week, including weekends, for an internship duration of 6 to 18 months.

Skills: AI Adoption Capability, Context Engineering, AI Output Quality Assurance, Agentic AI Day-to-Day Practice, Effective Communication, Learning Agility, Collaboration, Complex Problem Solving, Tech Competency

Where you belong:

CISE aims to develop a seamless, integrated support framework for front line customer support and incident escalation management, eliminating overlaps and ensuring consistent, high-quality service for our customers.

The Vision - Create a seamless, unified customer support experience when contacting Mission Control Center (MCC) as SAP’s frontline support and first escalation level. Streamline workflows and leverage AI automation to improve efficiency whilst offering enhanced employee growth and development. Ultimately, transform the support experience, ensuring customers feel valued and well-served throughout their interaction with SAP and MCC.

Job location: Dalian, China

Equal Employment Opportunity (EEO) Statement

Our company does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Qualifications

Skills: AI Adoption Capability, Context Engineering, AI Output Quality Assurance, Agentic AI Day-to-Day Practice, Effective Communication, Learning Agility, Collaboration, Complex Problem Solving, Tech Competency

Additional Information

About SAP With a global network of customers, partners, employees, and thought leaders, SAP helps the world run better and improves people’s lives. As a leader in enterprise applications and business AI, SAP stands at the nexus of business and technology. For over 50 years, organizations have trusted SAP to bring out their best by uniting business-critical operations spanning finance, procurement, HR, supply chain, and customer experience.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone, regardless of background, feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or complete your application, please send an email with your request to the Recruiting Operations Team: Careers@sap.com.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender (including pregnancy and childbirth), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

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

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Company Description

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.

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