2nd Level Support Specialist (German)

Join Rublon to work with a team of cybersecurity enthusiasts who are building the future of enterprise user authentication. Rublon is a multi-factor authentication platform used by hundreds of customers across the globe to protect employee logins to networks, servers and applications.

We are looking for a long-term employee who will provide technical support to end users of Rublon MFA in German and English.

How You’ll Work

• Location – Remote or from our offices in Kraków or Zielona Góra in Poland

• Communication – German and English for external support interactions, English/Polish (where required) for internal team communication

• Tools & Environment – Modern hardware setup and business software tools

• Hardware & Lab Access – modern laptop plus isolated virtual test environments and security keys (TPM-enabled devices, FIDO2 keys) for hands-on research.

• Development – Access to training and professional development resources

• Benefits – Company-specific benefits (e.g., medical care, wellness programs, flexible working hours) depending on employment contract

What You’ll Do

As a 2nd Level Support Specialist you will play a key role in delivering timely, accurate technical support and contribute to continuous improvement of support operations:

• Provide second level technical support to end users via ticketing system, phone, and email

• Troubleshoot, identify, analyse, and implement solutions to reported issues

• Support deployment, configuration, and ongoing management of business applications

• Facilitate escalation and resolution with third level support or development teams

• Collaborate with internal teams to ensure seamless support operations and knowledge sharing

• Update and refine support documentation and knowledge base items

• Apply best practices in incident, change, and issue management

Work is typically performed on business days within established support hours; extended coverage (e.g., occasional on-call or 24/7 support) may be available as required.

Skills and Qualifications You Bring

• Excellent written and verbal command of German (C1 or higher)

• Very good written and verbal command of English (C1 or higher)

• Experience in a technical support role using a ticketing system

• Solid understanding of IT support workflows (incident and issue management)

• Familiarity with Windows Server and Linux environments

• Strong prioritisation skills and ability to work independently

• Clear communication and customer-oriented mindset

You are confident using standard business software and can convey technical concepts clearly both internally and with customers.

Nice To Haves

• ITIL certification or equivalent process experience

• Experience with Windows Server administration (e.g., Active Directory/LDAP, PowerShell)

• Exposure to Microsoft 365 technologies (e.g., Entra ID, Intune)

• Experience with cloud platforms such as Amazon AWS

• Understanding of Identity & Access Management (IAM) concepts

• Prior experience in information security or related domains

Why Apply

• Join a collaborative support organisation that values professionalism and quality

• Work on meaningful customer-facing technology that supports business operations globally

• Opportunity to grow your expertise in enterprise software support and related technologies

• Be part of a dynamic team where problem-solving and customer success are central to our mission

Steps After You Apply

1. You will be invited to an initial online meeting with a recruiter

2. A technical assignment or scenario discussion will be shared and reviewed with a technical lead

3. Following successful evaluation, you’ll be invited to a final interview and potential offer