Technical Support • Senior

Who you are

You have extensive experience in technical support, particularly in handling complex customer issues and providing solutions. Your background includes in-depth troubleshooting and log analysis, especially within SAP and enterprise application environments. You are skilled in collaborating with cross-functional teams, including Engineering and Product Management, to drive timely resolutions for customer inquiries. You have a strong understanding of system configurations, networking, and integration dependencies, which allows you to analyze and resolve issues effectively. Your communication skills are top-notch, enabling you to maintain ownership of escalated cases and ensure adherence to service level agreements. You are also proactive in contributing to internal knowledge bases and mentoring junior team members.

Desirable

Experience with Onapsis products or similar enterprise security solutions is a plus. Familiarity with ticketing systems like Jira and a strong understanding of IT ecosystems will enhance your ability to succeed in this role. You are someone who enjoys sharing knowledge and helping others grow in their technical capabilities.

What you'll do

In this role, you will serve as the primary technical contact for complex customer issues escalated from Level I Support. You will perform in-depth troubleshooting and log analysis across Onapsis Assess, Defend, Control, and Comply modules. Your responsibilities will include reproducing and isolating product issues in lab environments to confirm product behavior and determine root causes. You will analyze system configurations and networking dependencies within customer SAP and IT ecosystems, providing technical guidance on product configuration and deployment best practices. You will collaborate closely with Engineering and Product teams to validate and document software defects and feature requests in Jira. Maintaining ownership of escalated cases through resolution will be crucial, ensuring timely communication with customers and adherence to SLAs. Additionally, you will contribute to the internal knowledge base by documenting advanced troubleshooting steps and known issues, assisting with internal training and mentoring as needed.

What we offer

Onapsis offers a dynamic work environment where you can make a significant impact on enterprise security. You will have the opportunity to work with leading brands and contribute to the security of critical business applications. The company values collaboration and encourages continuous learning and development. You will be part of a supportive team that prioritizes customer satisfaction and technical excellence. Flexible working arrangements, including hybrid options, allow you to balance your professional and personal life effectively.