Technical Support Engineer, Onapsis
with ABAP
More information about location
SAP cybersecurity platform
Job no longer available
SAP cybersecurity platform
201-500 employees
Job no longer available
More information about location
201-500 employees
Company mission
To safeguard what truly matters - the business-critical applications that run our global economy.
Role
Who you are
- German/English fluency is a must
- 3-5+ years of technical engineering and/or services and support
- Practical experience in Cloud technologies, including AWS
- Experience with Cloud administration and/or architecture
- Practical experience in networking (TCP/IP, Ethernet, protocol stacks)
Desirable
- Practical experience in Operating System fundamentals (Unix and Windows platforms)
- Excellent soft skills - ability to interact with clients
- Strong communication and presentation skills, including WebEx
- Strong customer management skills
- Ability to work independently with limited oversight
- Positive, energetic personality with a drive to succeed
- Bachelors in Technical Discipline or equivalent experience
What the job involves
- Support Engineers are the primary, customer facing, technical resource addressing customer issues with regards to installed products, licensing, bug fixes and any other general problems raised
- Support Engineers are responsible for managing the assignment, resolution, and communication back to the customer
- They will manage the movement of tickets between the various support levels (L1-L2-L3), as well as their applicable severity level
- Must be able to clarify and articulate the issues / responses between the customer and the various support levels and vice-versa. Support Engineers must be able to establish and maintain strong relationships throughout the support cycle
- Needs to achieve the established support metrics, reporting status on a regular basis and address deviations
- The Support Engineer reports to the Director of Global Technical Support
- Support ticket tracking and resolution
- Create and respond to support tickets submitted by customers in accordance with the SLA
- Proactively update support tickets and communicate issue status to applicable customer
- Have good customer service skills and see technical problems through to resolution
- Ability to elicit high marks and positive feedback on customer surveys
- Logging and keeping records of customer queries in salesforce.com
- Analyzing call logs to spot common trends and underlying problems
- Able to articulate “bugs” to Product Management
- Work well across all departments, including Customer Experience, Product Management, Engineering and Sales
- Cover 2am-11am ET
Our take
Many organizations rely on SAP systems to run critical business functions like finance and operations, but these systems are increasingly targeted by cyberattacks. Recent waves of serious vulnerabilities and zero-day threats have made the risk even greater. At the same time, security responsibilities are often split across different teams, making it difficult to get a clear picture of threats. So, as companies adopt cloud and AI technologies, this complexity (and potential exposure) continues to grow.
Onapsis focuses on securing SAP environments by helping organizations identify risks, prevent breaches, and respond quickly to threats. Its platform brings together security and SAP data to provide better insights. New capabilities like its Agentic Gateway uses AI to let teams ask simple questions about their security and even generate response plans, making it easier for different teams to work together to take action.
The company is currently expanding its leadership team, building partnerships with major technology partners, and investing more into its AI-driven innovation. As cyber threats evolve and businesses rely more and more on automation, Onapsis is likely to play a very important role in helping organizations protect their most critical systems.
Steph
Company Specialist at Welcome to the Jungle
Insights
-12% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Oct 2020
$55m
SERIES D
Apr 2018
$31m
SERIES C
Total funding: $115.6m
Company benefits
- Comprehensive health plans
- Competitive compensation packages
- Flexible work and time off schedule
- 401K
- Extensive learning and career development programs
- Generous parental and family leave
Company HQ
Financial District, Boston, MA
Leadership
Juan Perez-Etchegoyen
(Co-Founder & CTO)Prior to co-founding Onapsis in 2010, Juan spent 5 years at Cybsec as a Senior Information Security Consultant.
Mariano Nunez
(Co-Founder & CEO)Mariano began his career as a Cybersecurity Researcher, he was the first to publicly present on cybersecurity risks affecting SAP platforms and how to mitigate them. He also developed the first open source ERP penetration testing framework.
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