Junior Technical Support Specialist Level 1

About Onapsis:

Onapsis provides cybersecurity solutions dedicated to business-critical applications, protecting the applications that run the global economy. We help nearly 30% of the Forbes Global 100 understand threats and risks across their SAP and Oracle landscapes, whether they run on-premises, in the cloud, or in a hybrid environment. Our platform is powered by the Onapsis Research Labs, responsible for discovering and mitigating thousands of zero-day vulnerabilities.

The Role:

Onapsis is seeking a motivated Junior Technical Support Specialist Level 1 to join our Support team in Bucharest. In this entry-level role, you will be the first line of contact for customers, troubleshooting technical issues, validating licensing, and documenting solutions under the guidance of senior engineers. This is a hybrid role requiring 1-2 days per week in the office, with candidates needing to be commutable to Bucharest. This role requires working during night hours, from 18:00 to 02:30 AM.

What you will be doing:

• 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 the 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.

Desired skills or interests in:

• Familiarity with Linux OS basics.
• Exposure to databases, scripting (Python, Bash), or cloud platforms (AWS, Azure).
• Experience in license or entitlement validation processes.
• Understanding of ITIL concepts or ITSM frameworks.

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:

• Bucharest, Romania (Hybrid role: 1-2 days per week from the office).
• Required working hours: 18:00 to 02:30 AM.

About Onapsis:

Onapsis protects business applications from vendors like SAP and Oracle. Headquartered in Boston, MA, with offices globally, Onapsis serves hundreds of the world's leading brands. We are committed to a high-achievement culture and offer competitive compensation and benefits. Onapsis is an equal opportunity employer.