Technical Support Specialist - Level 2 - Night Shift

About the role

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 III - 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. This role requires working during night, from 18:00 to 02:30 AM. 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.

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