About the job

Onapsis is on a mission to safeguard the most critical business applications that business depends on daily. Over 20% of the Fortune 100 rely on Onapsis to secure their business-critical applications and ensure they are compliant and available.

We are looking for a self-motivated and enthusiastic Product Support Engineer III to join our team. Your mission will be to ensure customer satisfaction by solving complex issues, providing advanced technical support, and coaching a team of support engineers. This role requires a high level of understanding of IT infrastructure and processes.

 

What you will be doing, your legacy : 

As a Product Support Engineer III at Onapsis, your mission will be to ensure customer satisfaction by solving complex issues, providing advanced technical support, and coaching support engineers. This role demands a strong understanding of IT infrastructure, networking, and processes to maintain the security and reliability of our systems.

We seek a Product Support Engineer who excels at engaging with customers and solving their problems. While resolving tickets is important, enhancing our support tooling is equally critical. You'll work alongside professional engineers in a collaborative environment, enabling you to grow and learn.

Your daily responsibilities include monitoring, triaging, troubleshooting, and resolving engineering-related issues based on their impact and severity. You'll apply necessary fixes, provide step-by-step guidance, and keep our Knowledge Base updated with the latest information and best practices.

Continuous improvement is a key part of this role. You'll identify recurring issues, recommend efficiency improvements, and stay up-to-date with the latest support tools and methodologies. Effective communication is essential, as you'll manage customer expectations, communicate SLAs, and deliver training sessions and webinars.

Additionally, you'll shadow senior engineers to gain knowledge quickly and adopt a unified way of working. Your legacy will be defined by the technical solutions you provide, the process improvements you drive, and the mentorship you offer. Your contributions will help shape the future of protecting critical business applications, ensuring they are secure, compliant, and available.

 

Requirements:

• 3+ years of experience in a support role, with a strong focus on IT operations.
• In-depth knowledge of IT infrastructure, including servers, networks, and storage systems.
• Experience understanding of IT processes and frameworks such as ITIL and ITSM.
• Experience in troubleshooting distributed systems and complex IT environments.
• Strong skills in customer-facing communication and technical documentation.
• Advanced knowledge in operating systems (Linux OS), networking administration, and cloud computing.
• Experience with non-relational databases (PostgreSQL) and scripting (Python).
• Experience knowledge of IT networking, including configuration and troubleshooting of switches, routers, firewalls, and VPNs.
• Experience with network protocols (TCP/IP, DNS, DHCP).
• Experience with monitoring and incident management tools (e.g., Nagios, Zabbix, Splunk).
• Experience with Automation and scripting skills to automate tasks and improve efficiency.
• Experience knowledge of cloud platforms (AWS, Azure, Google Cloud).
• Project management skills for prioritization, work breakdown, and providing estimates.
• Good English skills 

Desired skills or interests in:

• DevOps practices and tools (e.g., CI/CD, Docker, Kubernetes).
• Compliance and regulatory standards (e.g., GDPR, HIPAA, SOC 2).
• Cybersecurity concepts and/or administration of SAP landscape.

What we offer: 

• A role in shaping the future of protecting the most critical applications that run the world's business and a career that grows as the company grows.
• A unique culture of high achievement and teamwork.
• Supportive and humble colleagues are the space's top problem solvers and innovators.
• Financial security through competitive compensation and incentives.

Employment:  Please note that this is a full-time employee role. No B2B or SRLs will be accommodated.

Location: Onapsis has established a new development center in Bucharest. This is a hybrid role, 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 Dallas, TX, Heidelberg, Germany, Bucharest, Romania, 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.

Onapsis only invites candidates to apply directly through reputable job boards or the Onapsis careers page on our website. Job offers are extended only after a face-to-face video interview with an Onapsis HR representative. Please disregard any outreach from Onapsis via forums, social networks, or other platforms, as these are fraudulent.

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

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