Support Agent (SAP Basis) – Remote (LATAM) (f/m/d)

SecurityBridge is a fast-growing global software leader transforming how enterprises secure their SAP environments. Our mission is to deliver cutting-edge, high-impact SAP security solutions that enable some of the world’s largest organizations to stay ahead of ever-evolving cyber threats. 

We are looking for a customer-focused Support Agent with a strong SAP Basis skill set to join our team and provide advanced technical support for SecurityBridge products. In this role, you will support both the core SecurityBridge platform and TrustBroker, our identity and authentication solution. You will work closely with enterprise customers and internal teams to ensure stable, secure, and high-performing SAP environments.

The ideal candidate brings hands-on SAP Basis experience, a solid understanding of operating systems and networking, and a strong service mindset. Beyond resolving incidents, you will contribute to long-term stability, product improvement, and an excellent customer experience. You will collaborate closely with US-based customers and teams, with flexibility to align your working hours to US business hours.

Key Responsibilities

• Provide advanced technical support for SecurityBridge products, including core platform components and TrustBroker, with a strong focus on SAP Basis–related topics.

• Investigate, troubleshoot, and resolve complex technical issues related to SAP Basis, system connectivity, authentication, certificates, and performance.

• Support installations, upgrades, and configuration of SecurityBridge components in customer SAP landscapes.

• Analyze incidents to identify root causes and implement sustainable solutions to minimize recurring issues and downtime.

• Collaborate closely with product development, implementation, and customer success teams to improve product stability, usability, and supportability.

• Contribute to technical documentation, best practices, and knowledge base content.

• Identify opportunities to improve support processes and workflows to increase efficiency and customer satisfaction.

• Participate in a rotating on-call support schedule, as required, to ensure service continuity for customers.

Required Qualifications

• 3+ years of experience in SAP Basis, technical support, or application support in complex SAP environments.

• Strong knowledge of SAP Basis administration, including system operations, performance analysis, OS/DB basics, and networking.

• Experience supporting SAP integrations and system connectivity.

• Solid troubleshooting and root-cause analysis skills.

• Strong communication skills and a customer-focused mindset, with the ability to explain technical topics clearly to both technical and non-technical stakeholders.

• Experience working with ticketing systems such as Jira or ServiceNow.

• Ability to work independently in a remote, international team environment and take ownership of issues through resolution.

Nice to Have

• Experience with identity, authentication, SSO, certificates, or security-related technologies.

• Basic understanding of Microsoft Active Directory and Domain Controller concepts, including authentication flows and directory integrations.

• Familiarity with SAP security concepts and SAP landscapes with high availability or complex architectures.

• Experience supporting vendor-specific enterprise software products.

• Interest in process improvement and technical documentation.

Important Information

• This position is fully remote within the USA Timezone.

• Visa sponsorship and relocation support are not available.

• Candidates must hold valid authorization to work in their country of residence.

Our Offer

• Professional development and training opportunities.

• Exposure to the latest SAP security technologies and industry best practices.

• An international team with a strong sense of collaboration and team spirit.

• Flat hierarchies and short decision-making paths.

• Flexible working hours and a results-oriented work culture.

• Generous vacation days.

• Competitive salary and benefits package.

What Makes It Special to Work With Us
Flat hierarchies await you at our company. If you have a good idea or knowledge, feel free to contribute. Because as a newcomer, your opinion is just as important. We want you to feel comfortable with us: arrange your working day and your way of working according to your preferences. At the end of the day, it’s the results that count, not your presence in the office.

Honesty, respect, helpfulness, and integrity form the core of our company culture. We believe that strong teams are the foundation of sustainable success. That’s why we strive to create an environment where employees feel supported, connected, and empowered to grow.