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Technical Support Specialist Level 2

2 weeks ago

Bucharest, Bucureşti, Romania Onapsis Full time
About the job

The world's most critical--and at risk--business applications have been neglected for far too long. Onapsis eliminates this blind spot by providing cybersecurity solutions dedicated to business-critical applications. Whether running on premises, in the cloud, or in a hybrid environment, Onapsis helps nearly 30% of the Forbes Global 100 understand the threats and risks across their SAP and Oracle landscapes.

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.
Requirements:
  • 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.
Desired skills or interests in:
  • 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.
What we offer: 
  • A role in shaping the future of protecting the most critical applications that run the world's business and a career that grows as the company grows.
  • A unique culture of high achievement and teamwork.
  • Supportive and humble colleagues are the space's top problem solvers and innovators.
  • Financial security through competitive compensation and incentives.
Location:

Onapsis is establishing a new development center in Bucharest. This is a hybrid role (1-2 days per week from the office), 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

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