Junior Technical Support Specialist Level 1 - Night Shift

About the role

The world's most critical--and at risk--business applications have been neglected for far too long. Onapsis eliminates this blind spot by providing cybersecurity solutions dedicated to business-critical applications. Whether running on premises, in the cloud, or in a hybrid environment, Onapsis helps nearly 30% of the Forbes Global 100 understand the threats and risks across their SAP and Oracle landscapes. We're seeking a motivated Junior Technical Support Specialist Level 1 to join our Support team. In this entry-level role, you'll be the first line of contact for our customers, working under the guidance of senior engineers to troubleshoot technical issues, validate licensing, and document solutions. You'll build a strong foundation in SAP environments, the Onapsis platform, and enterprise application security. This role requires working during night, from 18:00 to 02:30 AM. What you will be doing, your legacy: Respond to incoming customer cases and inquiries via the SFDC ticketing system. Gather key technical details from customers to assist in troubleshooting. Perform initial investigation steps using internal documentation, tools, and knowledge base. Validate customer entitlement and licensing, including system IDs (SIDs) and license key registration. Assist in adding, updating, or verifying licensed systems and users tied to customer subscriptions. Collaborate with internal teams to ensure license usage aligns with customer contracts. Document case details, actions taken, and resolution steps in the ticketing system. Escalate unresolved or complex issues to Level II/III engineers. Support senior engineers in issue investigations, testing, and customer follow-up. Suggest or draft updates for the internal knowledge base. Participate in ongoing training on SAP concepts, Onapsis platform capabilities, and cybersecurity fundamentals.

Requirements

• 0-2 years of experience in a technical support or IT helpdesk role (internships and academic projects welcome).
• Basic understanding of IT concepts such as operating systems, networking, and enterprise applications .
• Strong communication and problem-solving skills.
• Ability to learn quickly and follow structured troubleshooting processes.
• Comfort working with ticketing systems and documenting technical interactions.
• Interest in developing skills in SAP, enterprise security, and Onapsis products
• Desired skills or interests in:
• Familiarity with Linux OS basics.
• Exposure to databases, scripting (Python, Bash), or cloud platforms (AWS, Azure).
• Experience in license or entitlement validation processes.
• Understanding of ITIL concepts or ITSM frameworks.

Benefits

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