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Product Support Engineer

8 minutes ago

Bucharest, Bucureşti, Romania Onapsis Full time

About The Job
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 an experienced Network Support Specialist (L3) to join our global Technical Support team. This role serves as the escalation point for complex product, infrastructure, and SAP-related issues. You'll act as a subject matter expert on Onapsis Assess, Defend, Control, and Comply modules, collaborating closely with Engineering and Product teams to drive deep technical resolutions and continuous improvement.

What You Will Be Doing, Your Legacy

  • Own the investigation and resolution of complex technical issues escalated from L3 Support or field teams.
  • Perform advanced troubleshooting across SAP, database, network, and application layers using Onapsis modules.
  • Provide advanced network troubleshooting and analysis, including packet inspection, routing issues, firewall policy validation, VLAN communication problems, and connectivity failures across distributed SAP landscapes.
  • Validate and guide customers through network architecture requirements, including port usage, TLS/SSL settings, load balancer behavior, and reverse-proxy configurations for Onapsis deployments.
  • Reproduce customer issues in lab or staging environments to isolate root causes and confirm product behavior.
  • Collaborate with Engineering to validate, document, and prioritize product defects or enhancements in Jira.
  • Advise customers on product deployment architecture, system hardening, and integration best practices.
  • Develop and maintain deep technical content in the internal knowledge base and Confluence pages.
  • Contribute to proactive support initiatives, such as health checks, automation, and diagnostic tool development.
  • Participate in customer meetings or escalations representing Support as the technical authority.

Requirements

  • 2–3+ years of experience in enterprise technical support, system engineering, or product operations.
  • Expertise in Linux/Windows administration, network troubleshooting, and log analysis.
  • Solid networking skillset, including understanding of TCP/IP stack, DNS, DHCP, VPNs, routing protocols, firewalls, proxies, NAT, subnetting, and interpreting packet captures (Wireshark/tcpdump).
  • Ability to diagnose network-related failures impacting systems, Onapsis agents, scanners, connectors, and distributed deployments.
  • Experience collaborating with customer network teams to validate architecture, identify misconfigurations, and align Onapsis requirements with enterprise networking policies.
  • Proficiency with scripting or automation (Python, Bash, PowerShell).
  • Solid understanding of application and infrastructure security principles.
  • Experience working with complex customer IT environments and cross-functional technical teams.
  • Hands-on experience with ticketing and defect-tracking systems (Salesforce, Jira, etc.).
  • Proven track record of owning critical issues from start to finish, including customer communication and RCA delivery.

Desired Skills Or Interests In

  • Experience in SAP Basis administration, database tuning, or code analysis (ABAP, Java). Knowledge of Onapsis Assess, Defend, or Control modules.
  • Understanding of CI/CD and cloud environments (AWS, Azure, GCP).
  • Familiarity with cybersecurity, vulnerability management, or compliance frameworks (ISO 27001, NIST).
  • ITIL or ITSM certification preferred.
  • Experience leading technical bridges or customer war rooms.
  • Experience with enterprise firewall management (Palo Alto, Fortinet, Cisco ASA)
  • Network performance troubleshooting (latency, jitter, packet loss root cause)
  • Deep packet analysis expertise beyond basics (TLS handshake, MTU/MSS issues)
  • Experience with VPN tunnels, SASE, Zero Trust networking
  • Strong background in SAP landscapes (ERP/ECC, S/4HANA, BTP) and related components.

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