Technical Support Specialist - Level 2

The role

You will investigate and resolve advanced product issues across SAP, Onapsis platform modules, and customer IT environments. You will collaborate with Engineering, Product Management, and Security Research teams to provide solutions for enterprise customers.

What you will do

• Serve as the primary technical contact for complex customer issues escalated from Level I Support.
• Perform in-depth troubleshooting and log analysis across Onapsis modules.
• Reproduce and isolate product issues in lab environments to determine root cause.
• Analyze system configuration, networking, and integration dependencies.
• 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.
• Contribute to the internal knowledge base.
• Assist with internal training and mentoring of Level I team members.
• Participate in on-call rotations to support critical production incidents.

Required qualifications

• 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.
• Self-motivated, organized, and able to manage multiple complex cases simultaneously.

Nice to have

• 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.

Benefits

• 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.

Before you apply

• Candidates must be commutable to Bucharest.

About the company

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.