L1Technical Support Engineer

Company Overview:

Onapsis is rapidly expanding, achieving record growth year after year. We are seeking passionate contributors who thrive in an open and collaborative environment.

Onapsis protects the applications that run the global economy. Only Onapsis delivers a next-generation platform for protecting mission-critical applications by providing the actionable insight, change assurance, automated governance and continuous monitoring capabilities required by cross-functional teams to discover risk, optimize workflows, control change and automate reporting. Onapsis’s holistic approach empowers enterprise organizations to embrace and accelerate SAP and Oracle E-Business Suite modernization, cloud and mobility initiatives, while keeping their ERP, CRM, PLM, HCM, SCM, BI and cloud-based mission-critical applications 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.

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

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 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 customers
• Strong communication and presentation skills
• 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

Desired Qualifications:

• Familiarity with Linux commands
• Experience with log analysis
• 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
• Jira/Confluence familiarity
• 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

Location:  Commutable to Dallas, Texas 2-3x/month

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