Senior Product Support Engineer

About the job

Onapsis is on a mission to safeguard the most critical business applications that businesses depend on daily. Over 20% of the Fortune 100 rely on Onapsis to secure their business-critical applications and ensure they are compliant and available. 

We are looking for a self-motivated and enthusiastic Senior Product Support Engineer to join our team. Your mission will be to ensure customer satisfaction by solving complex issues, providing advanced technical support, and coaching a team of support engineers. This role requires a high level of understanding of IT infrastructure and processes.

What you will be doing, your legacy: 

As a Senior Product Support Engineer at Onapsis, your mission will be to ensure customer satisfaction by solving complex issues, providing advanced technical support, and coaching and mentoring a team of support engineers. This role requires a high level of understanding of IT infrastructure, networking, and processes, and is integral to keeping our customers safe and our systems robust.

To put it simply, we’re looking for a Senior Product Support Engineer who loves talking to customers and helping them solve their complex problems. While managing support priorities and maintaining successful customer satisfaction levels are important, we need someone who can also build, maintain, and improve our support approach in terms of toolchains and processes. You will work in a collaborative environment alongside professional engineers, allowing you to grow and learn exciting new things.

Our mission is to safeguard our customers by solving complex and interesting problems that require creative solutions. As part of your daily work, you will be monitoring, triaging, troubleshooting, and solving engineering-related issues based on their impact and severity. You will apply necessary fixes and workarounds, offering step-by-step guidance in resolving these issues.

Providing solutions and fixing problems is just part of the challenge. You will ensure our Knowledge Base is up to date with the latest workbooks and playbooks. Your role will involve creating and maintaining relevant troubleshooting information and our best practices catalog.

Repetitive work can be cumbersome, and that's where your continuous improvement skills come into play. You will identify recurrent issue trends and provide recommendations for efficiency around our tools and processes. Staying up to date with the latest support tools and methodologies will ensure efficient and proactive working.

Communication and guidance are crucial aspects of this role. You will clearly communicate SLAs to our customers, manage their expectations, and offer training sessions and webinars. These activities will ensure that our customers and stakeholders are well-informed and supported.

Additionally, you will shadow senior engineers in troubleshooting and issue investigations, as well as in customer-facing calls. This will help you gain knowledge quickly and adopt a unified way of working.

As a key member of our globally distributed Engineering team, your legacy will be defined by the advanced technical solutions you provide, the improvements you drive in processes and support tools, and the development and mentorship you offer to your team members. Your contributions will help shape the future of protecting critical business applications, ensuring they are secure, compliant, and available.

Requirements:

• 5+ years of experience in a support role, with a strong focus on IT operations.
• Ability to lead and coach a team in a fast-paced global environment.
• In-depth knowledge of IT infrastructure, including servers, networks, and storage systems.
• Advanced understanding of IT processes and frameworks such as ITIL and ITSM.
• Proficiency in troubleshooting distributed systems and complex IT environments.
• Strong skills in customer-facing communication and technical documentation.
• Advanced knowledge in operating systems (Linux OS), networking administration, and cloud computing.
• Good understanding of SAP NetWeaver architecture (or S/4HANA).
• Familiarity with SAP transport management (TMS) and Addon installation/management.
• Practical knowledge with standard SAP development tools (e.g., SE80, SE38, SE37, SE24) and ideally experience with ABAP Development Tools (ADT) in Eclipse.
• Experience analyzing SAP system logs, traces (ST01, ST05, ST22), and performance issues.
• Knowledge of SAP communication methods (RFC, ICF Services, Web Services).
• Proficiency with kubectl for inspecting cluster resources (pods, services, deployments, logs, events).
• Advanced knowledge of IT networking, including configuration and troubleshooting of switches, routers, firewalls, and VPNs.
• Experience with network protocols (TCP/IP