Technical Support Specialist

About the job

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