Onapsis Amsterdam , NY 12010
Posted 2 months ago
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 Technical Support Engineers!
Position Summary:
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
Cover 2am-11am ET.
Required Skills and Experience:
German/English fluency is a must
3-5+ years of technical engineering and/or services and support
Practical experience in Cloud technologies, including AWS
Experience with Cloud administration and/or architecture
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 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
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
Location: Remote
Timezone: CET
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Onapsis