L1 Associate Technical Support Engineer

Company Overview:

As a proven market leader, Onapsis protects the most critical applications that run your business.  Only Onapsis delivers the actionable intelligence, automated governance, continuous monitoring and secure change capabilities required by cross-functional teams to optimize workflows and automate manual tasks so they can embrace and accelerate SAP and Oracle E-Business Suite (EBS) modernization, cloud, IoT and mobility initiatives while keeping the most vital systems and data protected and compliant.

Headquartered in Boston, MA, and with regional offices in Heidelberg, Germany and Buenos Aires, Argentina, Onapsis proudly serves more than 300 of the world’s leading brands and organizations, including many of the Global 2000.

We are looking for a Technical Product Support Engineer!

Position Summary:

L1 Support Engineers are the primary, customer facing, technical resource addressing customer issues for our 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.  Please note, this is not a help-desk/ IT role:  A Technical Support Engineer fields support requests from our external customers on our products in highly complex implementations.

Key Roles 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
• Able to articulate “bugs” to Product Management
• Work well across all departments, including Customer Experience, Product Management, Engineering and Sales

Required Skills and Experience: 

• 3-5+ years of technical engineering and/or services and product support
• Practical experience in networking (TCP/IP, Ethernet, protocol stacks)
• 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 external 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

Desired Qualifications:

• Practical experience in information security
• Practical experience in Cloud technologies, including AWS
• Experience with Cloud administration and/or architecture
• SAP knowledge a plus
• Oracle EBS knowledge a plus
• Jira/Confluence familiarity a plus
• Familiarity with Salesforce
• Familiarity with Google apps / G Suite

What You’ll get:

• Highly Competitive Compensation and Benefits
• Flexible Work Options
• A fast paced, and rapidly growing start up work environment

Timezone: CST

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