Technical Support Specialist - Level 2

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 a skilled Technical Support Specialist - Level 2 to serve as a key technical resource within the Onapsis Support organization. In this role, you will own the investigation and resolution of advanced product issues across SAP, Onapsis platform modules, and customer IT environments. You’ll collaborate closely with Engineering, Product Management, and Security Research teams to drive timely, high-quality solutions for our enterprise customers. 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 launchpad to build your career in enterprise application security. • Hands-on mentorship from experienced support engineers. • Opportunities for professional development and certification. • A collaborative, high-achievement culture. • Competitive compensation and benefits. Location: Onapsis is establishing a new development center in Bucharest . 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