Employee Support Analyst

Job Description hackajob is collaborating with Basis Technologies to connect them with exceptional professionals for this role. \This is not a generic SAP support role. If you have spent time in enterprise SAP environments and you want to go deeper, debugging real production issues, working alongside product engineers, and building expertise in a product used by some of the world's most complex organisations, this is worth reading. \As an L2 Support Analyst at Basis Technologies, you sit at the technical heart of the customer experience. You take the hard cases, the ones that require real root cause analysis, ABAP debugging, and transport management expertise, and you solve them. You work directly with customers' technical teams, and when a defect needs escalating, you hand it to L3 Engineering with your analysis already done. \Product depth, not project breadth. \You build expertise over months and years, not weeks, and that depth is what makes you genuinely valuable in the SAP ecosystem. \That visibility creates real progression opportunities for people who want them. \No travel. Many people in SAP consulting reach a point where the project rotation and travel stop being a feature and start being a cost. Deep knowledge of SAP transport management, ABAP debugging, and change management processes in a product context — rather than implementation context — is a profile that is hard to find and well-compensated across the market. \Reporting to the Head of Support, you will handle Level 2 technical escalations across Basis Technologies' global customer base, organisations running complex, interconnected SAP landscapes where change management failures have real business consequences. You investigate, diagnose, and resolve issues that require genuine SAP technical depth, collaborating across Engineering, DevOps, and Customer Success to bring production incidents to resolution. \Technical Support & Root Cause Analysis \nInvestigate and resolve Level 2 customer incidents related to Basis Technologies software\n \n \nPerform root cause analysis using SAP debugging, log analysis, and system diagnostics\n \n \nDiagnose system configuration and environment-related issues with customer technical teams\n \n \SAP Debugging & Transport Management \nDebug SAP ABAP programs to identify functional and technical issues\n \n \nAnalyse transport behaviour across SAP landscapes (DEV, QA, PROD)\n \n \nInvestigate issues involving transport management, change approvals, and deployment automation\n \n \nApply knowledge of SAP architecture to isolate root causes efficiently\n \nCollaborate with L3 Engineering when product defects are identified — handing over with full analysis\n \n \nWork with DevOps on environment-related issues\n \n \nHelp improve internal support procedures so the team gets better over time\n \n2–4 years in SAP technical or functional support within enterprise environments\n \n \nExperience with SAP debugging and ABAP code analysis\n \n \nStrong understanding of SAP architecture and transport management\n \n \nFamiliarity with SAP change management processes\n \n \nCustomer-facing technical support experience — you can hold a difficult conversation professionally\n \nExperience with SAP BTP environments\n \n \nFamiliarity with SAP integrations and REST/OData APIs\n \n \nEnhanced Parental Leave\n \n \nEmployee Referral Bonus\n \n \nLearning and Development Budget – each employee receives support to continue growing professionally\n \n \nMental Health First Aiders Programme\n \Basis Technologies has been officially named one of the UK's Best Workplaces™ by Great Place to Work® for three consecutive years.