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Onapsis protects the world’s most critical business applications. Over 20% of the Fortune 100 rely on us to keep their enterprise applications secure, compliant, and available.
We’re seeking a skilled Technical Support Specialist - Level 2 to serve as a key technical resource within the Onapsis Support organization. In this role, you will own the investigation and resolution of advanced product issues across SAP, Onapsis platform modules, and customer IT environments. You’ll collaborate closely with Engineering, Product Management, and Security Research teams to drive timely, high-quality solutions for our enterprise customers.
What you will be doing, your legacy:- Serve as the primary technical contact for complex customer issues escalated from Level I Support.
- Perform in-depth troubleshooting and log analysis across Onapsis Assess, Defend, Control, and Comply modules.
- Reproduce and isolate product issues in lab environments to confirm product behavior and determine root cause.
- Analyze system configuration, networking, and integration dependencies within customer SAP and IT ecosystems.
- Provide technical guidance to customers on product configuration, deployment, and best practices.
- Collaborate with Engineering and Product teams to validate and document software defects and feature requests in Jira.
- Maintain ownership of escalated cases through resolution, ensuring timely communication and adherence to SLAs.
- Contribute to the internal knowledge base, documenting advanced troubleshooting steps and known issues.
- Assist with internal training and mentoring of Level I team members on product troubleshooting and case-handling techniques.
- Participate in on-call rotations to support critical production incidents.
- 2–4 years of experience in technical support, system administration, or application troubleshooting, ideally in enterprise environments.
- Strong understanding of operating systems (Linux/Windows), networking fundamentals, and application security concepts.
- Experience working with SAP Basis, databases, or system integrations (e.g., HANA, Oracle, MSSQL).
- Proficiency with log analysis, scripting, and diagnostic tools (e.g., Python, Bash, Wireshark, Postman).
- Familiarity with ticketing and escalation systems (Salesforce, Jira, or equivalent).
- Excellent analytical, communication, and customer-facing skills with the ability to translate technical details into clear actions.
- Self-motivated, organized, and able to manage multiple complex cases simultaneously.
- Experience with cloud environments (AWS, Azure, GCP).
- Exposure to cybersecurity tools, vulnerability management, or compliance frameworks.
- Working knowledge of SAP NetWeaver, S/4HANA, or Onapsis platform components.
- Understanding of ITIL or ITSM frameworks.
- Prior experience mentoring or training junior technical staff.
- A launchpad to build your career in enterprise application security.
- Hands-on mentorship from experienced support engineers.
- Opportunities for professional development and certification.
- A collaborative, high-achievement culture.
- Competitive compensation and benefits.
Onapsis is establishing a new development center in Bucharest. so candidates must be commutable to Bucharest.
About Onapsis:Onapsis protects the business applications that run the global economy. The Onapsis Platform delivers vulnerability management, change assurance, and continuous compliance for business applications from leading vendors such as SAP, Oracle, and others. The Onapsis Platform is powered by the Onapsis Research Labs, the team responsible for the discovery and mitigation of more than 1,000 zero-day vulnerabilities in business applications.
Onapsis is headquartered in Boston, MA, with offices in Heidelberg, Germany and Buenos Aires, Argentina, and proudly serves hundreds of the world’s leading brands, including close to 30% of the Forbes Global 100, six of the top 10 automotive companies, five of the top 10 chemical companies, four of the top 10 technology companies, and three of the top 10 oil and gas companies.
For more information, connect with Onapsis on LinkedIn or visit https://www.onapsis.com.
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Skills Required
- 2-4 years of experience in technical support, system administration, or application troubleshooting
- Strong understanding of Linux and Windows operating systems
- Understanding of networking fundamentals and application security concepts
- Experience with SAP Basis, databases, or system integrations such as HANA, Oracle, or MSSQL
- Proficiency with log analysis, scripting, and diagnostic tools such as Python, Bash, Wireshark, or Postman
- Familiarity with ticketing and escalation systems such as Salesforce or Jira
- Strong analytical, communication, and customer-facing skills
- Ability to manage multiple complex cases simultaneously
- Experience with cloud environments such as AWS, Azure, or GCP
- Exposure to cybersecurity tools, vulnerability management, or compliance frameworks
- Working knowledge of SAP NetWeaver, S/4HANA, or Onapsis platform components
- Understanding of ITIL or ITSM frameworks
- Prior experience mentoring or training junior technical staff
- Ability to commute to Bucharest
What We Do
Onapsis protects the mission-critical applications that run the global economy, from the core to the cloud. The Onapsis Platform uniquely delivers actionable insight, secure change, automated governance and continuous monitoring for critical systems—ERP, CRM, PLM, HCM, SCM and BI applications—from leading vendors such as SAP, Oracle, Salesforce and others. Onapsis is headquartered in Boston, MA, with offices in Heidelberg, Germany and Buenos Aires, Argentina. We proudly serve more than 300 of the world’s leading brands, including 20% of the Fortune 100, 6 of the top 10 automotive companies, 5 of the top 10 chemical companies, 4 of the top 10 technology companies and 3 of the top 10 oil and gas companies. The Onapsis Platform is powered by the Onapsis Research Labs, the team responsible for the discovery and mitigation of more than 800 zero-day vulnerabilities in mission-critical applications. The reach of our threat research and platform is broadened through leading consulting and audit firms such as Accenture, Deloitte, IBM, PwC and Verizon—making Onapsis solutions the de-facto standard in helping organizations protect their cloud, hybrid and on-premises mission-critical information and processes.
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