Technical Support Engineer

Onapsis, Buenos Aires, Argentina

Securing the World’s Business-Critical Applications

Onapsis is built upon a philosophy of innovation, hard work and continuous learning. Each day our employees strive to become better, smarter and more professional in what they do, bringing unique solutions to our global customers. We are seeking contributors who thrive in what they do in an open and collaborative environment. Onapsis cybersecurity solutions automate the monitoring and protection of the business-critical applications SAP and Oracle financials, keeping them compliant and safe from insider and outsider threats. Onapsis solutions include the Onapsis Security Platform™, which is the most widely-used SAP-certified cybersecurity solution on the market. Headquartered in Boston, MA, Onapsis serves over 200 customers including many of the Global 2000.

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 Account Management. 

Key Activities and Responsibilities:

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
Updating self-help documents and knowledge base so customers can try to fix problems themselves
Generate feature requests and bug fixes
Able to articulate “bugs” to Product Management
Work well across all departments, including Customer Experience, Product Management, Engineering and Sales

Required Skills and Aptitudes:

3-5+ years of technical engineering and/or services and support
Excellent soft skills - Strong customer management skills
Strong communication and presentation skills, including WebEx
Ability to work independently with limited oversight
Strong knowledge of networking protocols
Bachelors in Technical Discipline or equivalent experience
Salesforce proficiency
Advanced English level 

Desired Qualifications:

3-5+ years of practical experience in information security
SAP knowledge a plus
Oracle EBS knowledge a plus
Familiarity with Linux operating systems a plus
Jira/Confluence proficiency a plus
Familiarity with Intralinks
Google apps / G Suite

About Onapsis

Onapsis is the pioneer in cybersecurity and compliance solutions for cloud and on-premise business-critical applications. As the proven market leader, global enterprises trust Onapsis to protect the essential information and processes that run their businesses. Headquartered in Boston, MA, Onapsis serves over 200 customers including many of the Global 2000. Onapsis’ solutions are also the de-facto standard for leading consulting and audit firms such as Accenture, Deloitte, E&Y, IBM, KPMG and PwC. Onapsis solutions include the Onapsis Security Platform for SAP, which is currently the most widely-used SAP-certified cybersecurity solution in the market, and the Onapsis Security Platform for EBS. Unlike generic security products, Onapsis' context-aware solutions deliver both preventative vulnerability and compliance controls, as well as real-time detection and incident response capabilities to reduce risks affecting critical business processes and data. Through open interfaces, the platform can be integrated with leading SIEM, GRC and network security products, seamlessly incorporating enterprise applications into existing vulnerability, risk and incident response management programs. These solutions are powered by the Onapsis Research Labs which continuously provide leading intelligence on security threats affecting SAP and Oracle enterprise applications. Experts of the Onapsis Research Labs were the first to lecture on SAP cyber-attacks and have uncovered and helped fix hundreds of security vulnerabilities to-date affecting SAP Business Suite, SAP HANA, SAP Cloud and SAP Mobile applications, as well as Oracle E-Business Suite and JD Edwards platforms. Onapsis has been issued U.S. Patent No. 9,009,837 U.S. Patent No. 9,009,837 entitled “Automated Security Assessment of Business-Critical Systems and Applications,” which describes certain algorithms and capabilities behind the technology powering the Onapsis Security Platform™ and Onapsis X1™ software platforms. This patented technology is recognized industry wide and has gained Onapsis the recognition as a 2015 SINET 16 Innovator and Red Herring North America 2017 winner. For more information, please visit www.onapsis.com , or connect with us on Twitter, Google+, or LinkedIn.


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