2nd Level Support Specialist (German)

Rublon Access Gateway; Kraków; Hybrid; PLN 90,000 - 120,000; Full time

Benefits offered by this job

Medical care

Wellness programs

Flexible working hours

Access to training and professional development resources

Job summary

A cybersecurity firm is seeking a 2nd Level Support Specialist to provide technical support for their multi-factor authentication platform. The ideal candidate should be fluent in German and English, with experience in technical support and a strong understanding of IT workflows. This position allows for remote work or can be performed from offices in Kraków or Zielona Góra. Join a collaborative team focused on delivering timely and accurate support to a global customer base.

Qualifications

• Must have excellent command of German and English.
• Experience in technical support using a ticketing system required.
• Solid understanding of incident and issue management workflows.
• Familiarity with Windows Server and Linux environments.
• Excellent prioritisation and independent working abilities.
• Clear, customer-oriented communication in a tech context.

Responsibilities

• Provide second level technical support to end users via various channels.
• Troubleshoot and implement solutions to reported issues.
• Facilitate resolution with third level support or development teams.
• 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.

Skills

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

Familiarity with Windows Server and Linux environments

Strong prioritisation skills

Clear communication and customer-oriented mindset

Prioritisation

Clear communication

Tools

Ticketing system

Windows Server

Linux

Job description

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