SAP iXp Intern - Cloud ALM Support

Position Title: SAP iXp Intern – Cloud ALM Support

Location: São Leopoldo, RS (Hybrid – 3 days per week in office)

Join SAP’s Internship Experience Program to support the Cloud Application Lifecycle Management product, providing technical support on issues faced by customers across multiple channels.

Responsibilities

• Develop a broad knowledge of the Focused Run product and troubleshoot customer issues across channels such as cases, chat, and phone.
• Provide professional, courteous, and prompt technical support for the Application Lifecycle Management product across case, chat, and other channels.
• Progressively learn new areas in Focused Run and Cloud ALM as required.
• Collaborate with support colleagues locally, globally, and with other internal organizations to deliver superior customer service.
• Document technical solutions through the SAP Knowledge Management Strategy.
• Handle customer interactions and challenges independently, determining priority levels, negotiating, and setting expectations.
• Maintain professionalism and poise in all customer interactions.
• Adapt to business needs, including adopting AI in daily activities.
• Seek new ways to use AI to improve end‑to‑end processes and increase efficiency.
• Learn and apply best end‑to‑end case processing practices.
• Assist in the quality assurance of new product versions, and suggest improvements to processes and tools.
• Apply knowledge from your IT studies to help customers manage their IT area.

Qualifications

• Interest in Artificial Intelligence and emerging technologies, curious about how AI can improve customer experience and support operations.
• Openness to learning and exploring AI‑powered tools and automation solutions in a support environment.
• Analytical mindset with interest in problem‑solving and process improvement.
• Good customer interaction skills and willingness to develop soft skills.
• Willingness to understand and adopt Customer Support E2E Methodologies such as Swarming, Pulse, and Knowledge Management.
• Willingness to work with customers across multiple channels (Chat, Virtual sessions, etc.).
• Third‑level degree in IT or related discipline, finished or ongoing.
• Strong communication skills and a skilled listener.
• Fast learner.
• English is a must.
• Analytical outlook with good aptitude for problem‑solving.
• Ability to work in a global team across multiple time zones and diverse cultures.
• Work or academic experience with network, Windows, Unix, and programming is an advantage.

Benefits & Opportunities

• Culture of collaboration with experienced SAP colleagues and mentors.
• Project‑driven experience, contributing to meaningful projects that help the world run better.
• Visibility to build relationships with leaders and peers across teams and functions.

Equal Employment Opportunity Statement: Qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender or gender identity, sexual orientation, veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.