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 • You will be invited to an initial online meeting with a recruiter • A technical assignment or scenario discussion will be shared and reviewed with a technical lead • Following successful evaluation, you’ll be invited to a final interview and potential offer