Technical Support Specialist Level 2 - Night Shift

Who you are

You have a strong background in technical support, ideally with experience in enterprise applications and a focus on security and compliance. You are skilled in troubleshooting complex issues and have a solid understanding of SAP and IT ecosystems. Your analytical skills allow you to perform in-depth log analysis and system configuration assessments, ensuring you can identify root causes effectively. You thrive in collaborative environments, working closely with engineering and product teams to drive solutions and improvements. You are comfortable documenting processes and contributing to knowledge bases, helping to enhance the support team's resources. You are available to work night shifts, demonstrating your flexibility and commitment to supporting customers across different time zones.

Desirable

Experience with ticketing systems like Jira is a plus, as is familiarity with customer support best practices. Knowledge of security protocols and compliance standards will help you excel in this role. You are proactive in seeking out solutions and enjoy mentoring junior team members, sharing your expertise to foster a culture of learning within the team.

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, ensuring that you can reproduce and isolate product issues in lab environments. Your responsibilities will include analyzing system configuration, networking, and integration dependencies within customer SAP and IT ecosystems. You will provide technical guidance to customers on product configuration, deployment, and best practices, ensuring they can maximize the value of Onapsis solutions. Collaboration with Engineering and Product teams will be key, as you will validate and document software defects and feature requests in Jira. You will maintain ownership of escalated cases through resolution, ensuring timely communication and adherence to SLAs. Additionally, you will contribute to the internal knowledge base, documenting advanced troubleshooting steps and known issues to enhance the support team's efficiency.

What we offer

Onapsis offers a dynamic work environment where you can make a significant impact on the security and compliance of critical business applications. You will have the opportunity to work with a talented team dedicated to protecting enterprise applications for some of the world's leading brands. We provide competitive compensation and benefits, along with opportunities for professional growth and development. Join us in our mission to secure the world's most critical business applications and be part of a team that values collaboration, innovation, and excellence.