Senior Technical Support Specialist (m/f/x)

About Commercetools Real innovation starts with a strong foundation, and at commercetools, that comes from the perfect balance of our product and our people. Behind every leap forward is a collective of builders, explorers, doers, makers, and problem-solvers. The kind of people who not only pioneered a more flexible approach to commerce architecture but also shaped the culture of experimentation that approach unlocked. Together they are the engine of commerce innovation today. At commercetools, we power the next era of commerce for our customers. Whether it’s AI-driven solutions that help enterprises make smarter business decisions, bridging digital and physical shopping experiences, or enabling entirely new ways for industries to connect with their customers, we help the world’s most ambitious companies experiment, scale, and grow without limits. Here the best idea wins, not the loudest voice. You will have the tools, trust, and space to not only build the future of commerce, but to build your own. Your Impact Location: Munich, Germany (Hybrid: 3 days/week in-office) Team: IT and Security Operations As a Technical Support Specialist on the IT and Security Operations Team, you will serve as a responsive problem solver and technical subject-matter expert for our colleagues, in support of security operations, and as a collaborative member of a global team. This includes having a sharp focus on responsive communications, ownership, and advanced technical knowledge. You will: • Global & Local IT Support: Provide responsive, senior-tier technical support and ITSM for employees in Munich and globally. Act as the escalation point for highly complex technical issues and suspected security concerns. • Employee Lifecycle & Device Management: Ensure seamless employee onboarding and offboarding. Manage and configure Apple laptops (macOS) and mobile devices (iOS) using tools like Jamf. • Security & Incident Response: Partner with security leadership to expand our Information Security Management System (ISMS). Manage endpoint security and vulnerability solutions (e.g., CrowdStrike Falcon EDR, Zscaler). Lead incident response, containment, and root cause analysis. • Identity & Access Management (IAM): Oversee IAM operations (e.g., Okta), including access requests, cloud integrations, proactive remediation, and auditing to ensure adherence to least-privilege principles. • Network Strategy: Support and optimize local area networks (LAN) and office Wi-Fi (UniFi devices), focusing on stability, performance, and capacity planning. • Strategy & Leadership: Architect disaster-recovery processes for core IAM systems. Design compliance reporting structures. Mentor peers, share best practices, and lead cross-functional technical initiatives. What Sets You Apart You're a creative problem-solver who is wired to find solutions. You confidently dive into complex challenges and have a talent for making them simple for others. Your curiosity drives you to constantly grow and contribute to an environment of trust and teamwork. Great ideas come from many paths, and your unique perspective matters more than checking every box. What matters most is the mindset you bring to the work. You bring: • Language Skills: Fully fluent in both German and English (written and spoken). • Technical Expertise: Advanced knowledge of supporting and managing Apple environments (macOS/iOS) and cloud-native/SaaS services. • Security & IAM: Direct experience with endpoint security platforms (Zscaler, CrowdStrike Falcon EDR) and Identity and Access Management solutions (e.g., Okta). • Network Experience: Proven ability configuring and managing office Wi-Fi and LAN infrastructure. • Project & Stakeholder Leadership: Track record of leading operational initiatives, cha