Technical Support • Junior

Who you are

You are a motivated individual eager to start your career in technical support, particularly within the realm of cybersecurity solutions for business-critical applications. You possess a foundational understanding of SAP environments and are keen to learn more about the Onapsis platform and enterprise application security. You thrive in a collaborative environment, working under the guidance of senior engineers to develop your skills and contribute to customer satisfaction.

You have excellent communication skills, allowing you to effectively gather technical details from customers and document solutions clearly. Your attention to detail ensures that you can validate customer entitlements and licensing accurately, contributing to the overall efficiency of the support team. You are comfortable using ticketing systems like SFDC to manage customer inquiries and track case details.

Desirable

While you may not have extensive experience, any familiarity with technical support processes or customer service roles will be beneficial. A basic understanding of licensing systems and enterprise applications will help you excel in this position.

What you'll do

In this role, you will be the first line of contact for customers, responding to incoming cases and inquiries through the SFDC ticketing system. You will gather key technical details from customers to assist in troubleshooting their issues effectively. Your initial investigation steps will involve using internal documentation, tools, and knowledge bases to find solutions.

You will validate customer entitlement and licensing, including system IDs (SIDs) and license key registration, ensuring that all customer interactions align with their subscriptions. Collaborating with internal teams will be essential to ensure that license usage aligns with customer contracts, and you will assist in adding, updating, or verifying licensed systems and users.

As you gain experience, you will document case details, actions taken, and resolution steps in the ticketing system, contributing to the knowledge base for future reference. For unresolved or complex issues, you will escalate them to Level II/III engineers, ensuring that customers receive timely and effective support.

What we offer

Onapsis provides a supportive environment where you can build a strong foundation in technical support and cybersecurity. You will have the opportunity to work alongside experienced engineers who will guide you in your professional development. The company values collaboration and encourages you to apply even if your experience doesn't match every requirement. You will be part of a team that is dedicated to securing business-critical applications for some of the world's leading brands, making a meaningful impact in the cybersecurity landscape.