Technical Support Specialist - Level 2

Onapsis
Bucharest, Romania
Career-pivot friendly

Who this role is best for

Aimed at mid-level to senior technical support professionals with enterprise IT experience who thrive in collaborative, hands-on environments.

Best fit for

  • Mid-level to senior technical support professionals with enterprise IT experience and strong analytical skills
    — “Serve as the primary technical contact for complex customer issues escalated from Level I Support.”
  • Candidates with background in SAP Basis, system integrations, and log analysis tools
    — “Experience working with SAP Basis, databases, or system integrations (e.g., HANA, Oracle, MSSQL).”
  • Individuals interested in contributing to internal knowledge bases and mentoring others
    — “Contribute to the internal knowledge base, documenting advanced troubleshooting steps and known issues.”

Things to consider

  • Must be commutable to Bucharest, with no indication of remote flexibility
    — “candidates must be commutable to Bucharest.”
  • Requires managing multiple complex cases simultaneously and adhering to SLAs
    — “Maintain ownership of escalated cases through resolution, ensuring timely communication and adherence to SLAs.”

How to stand out

  • Highlight experience with enterprise-level SAP and IT ecosystems in your resume and interviews
    — “Analyze system configuration, networking, and integration dependencies within customer SAP and IT ecosystems.”
  • Demonstrate proficiency in log analysis and scripting using Python or Bash
    — “Proficiency with log analysis, scripting, and diagnostic tools (e.g., Python, Bash, Wireshark, Postman).”
  • Showcase your ability to translate technical details into clear customer actions
    — “Excellent analytical, communication, and customer-facing skills with the ability to translate technical details into clear actions.”
  • Emphasize experience with ticketing systems like Jira or Salesforce
    — “Familiarity with ticketing and escalation systems (Salesforce, Jira, or equivalent).”
  • Include any prior mentoring or training experience with junior technical staff
    — “Prior experience mentoring or training junior technical staff.”
Pace · SteadyCollaboration · HighAutonomy · MediumDecision Impact · Team

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

  • serves as primary technical contact for complex customer issues
  • performs in-depth troubleshooting and log analysis
  • reproduces and isolates product issues
  • provides technical guidance to customers
  • validates and documents software defects
Typical background
2–4 years of experience in technical support, system administration, or application troubleshootingstrong understanding of operating systems and networking fundamentalsexperience working with SAP Basis, databases, or system integrations

Skills & requirements

Required

Technical SupportSystem AdministrationApplication TroubleshootingOperating SystemsNetworking FundamentalsApplication SecurityLog AnalysisScriptingDiagnostic ToolsTicketing And Escalation SystemsAnalytical SkillsCommunication SkillsCustomer-facing SkillsProblem-solvingTeam Collaboration

Preferred

Cloud EnvironmentsCybersecurity ToolsVulnerability ManagementCompliance FrameworksSAP NetweaverS/4hanaOnapsis Platform ComponentsITILITSM FrameworksMentoring

Stack & domain

Technical SupportSystem AdministrationApplication TroubleshootingOperating Systems (linux/windows)Networking FundamentalsApplication SecuritySAP BasisDatabasesSystem IntegrationsLog AnalysisScriptingDiagnostic ToolsTicketing And Escalation SystemsCloud Environments (aws, Azure, GCP)Cybersecurity ToolsVulnerability ManagementCompliance FrameworksSAP NetweaverS/4hanaITILITSMAnalyticalCommunicationCustomer-facingMentoringTrainingITEnterprise ApplicationsSecurity

About the role

Original posting from Onapsis via Greenhouse

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 in business applications.

Onapsis is headquartered in Boston, MA, with offices in Heidelberg, Germany and Buenos Aires, Argentina, and proudly serves hundreds of the world’s leading brands, including close to 30% of the Forbes Global 100, six of the top 10 automotive companies, five of the top 10 chemical companies, four of the top 10 technology companies, and three of the top 10 oil and gas companies.

For more information, connect with Onapsis on LinkedIn or visit https://www.onapsis.com.

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Source: Onapsis careers (Greenhouse)

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