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commercetools is seeking a Senior Technical Support Specialist to join the IT and Security Operations team in Munich (hybrid, 3 days/week in-office). This is a senior-level individual contributor role focused on providing responsive, expert-level technical support and security operations for a global workforce.
Key Responsibilities:
- Deliver senior-tier technical support and ITSM for employees across Munich and globally, serving as the escalation point for complex technical issues and suspected security concerns
- Manage employee lifecycle operations including onboarding and offboarding; configure and manage Apple laptops (macOS) and mobile devices (iOS) using Jamf
- Partner with security leadership to expand the Information Security Management System (ISMS); manage endpoint security and vulnerability solutions including CrowdStrike Falcon EDR and Zscaler; lead incident response, containment, and root cause analysis
- Oversee Identity and Access Management (IAM) operations using Okta, including access requests, cloud integrations, proactive remediation, and auditing to ensure least-privilege principles
- Support and optimize local area networks (LAN) and office Wi-Fi infrastructure (UniFi devices) with focus on stability, performance, and capacity planning
- Architect disaster-recovery processes for core IAM systems; design compliance reporting structures; mentor peers and lead cross-functional technical initiatives
The role requires a creative problem-solver who can confidently tackle complex challenges and communicate technical concepts clearly to both technical and non-technical stakeholders. You will work in a high-velocity environment, juggling multiple initiatives while maintaining service quality.
Requirements:
- Fully fluent in both German and English (written and spoken)
- Advanced knowledge of supporting and managing Apple environments (macOS/iOS) and cloud-native/SaaS services
- Direct experience with endpoint security platforms (Zscaler, CrowdStrike Falcon EDR) and Identity and Access Management solutions (e.g., Okta)
- Proven ability configuring and managing office Wi-Fi and LAN infrastructure
- Track record of leading operational initiatives, change management, and representing IT in cross-departmental discussions
- Ability to translate technical concepts to non-technical stakeholders
- Comfortable with multiple initiatives and reprioritization in a high-velocity environment
- Genuine curiosity for using AI tools to work smarter and more effectively
Nice to Have:
- Okta and/or Jamf Administration
- Atlassian Cloud, Confluence, and Jira experience
- IT Asset Management (ITAM) and Inventory Management
- IT and/or Security Certifications
- Bug Bounty Programs experience
- Security CTFs, threat hunting, or SOC (Security Operations Center) experience
