2nd Level Support Specialist

hace 4 horas

Palma, Baleares, España Rublon A tiempo completo

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

Role
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

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