Senior DevOps Engineer (m/f/d) AI & IT Security

About Us

JustRelate Group is a software vendor with offices in France, Germany, and Poland, serving over 4000 customers---including major enterprises and public sector institutions. Our 200 team members build and sell SaaS solutions that form a powerful Customer Engagement Platform. This includes CRM, DXP, Web-Analytics, Marketing Automation, and Email Builder tools.

Your Responsibilities

Developing and maintaining an AI-first support system

• Follow and implement an AI-first customer support approach that prioritizes using AI technology like chatbots, virtual assistants, and machine learning to streamline customer support operations at the 1st level.
• Address the quality shortcomings of AI by continuously improving the augmentation and learning resources, as well as defining appropriate points for HITL and a forward to next levels (Level 2 support; Last Level Support - Development).
• Leveraging AI-assisted tools for support workflows and initial case diagnostics.
• Maintaining knowledge sources for AI support agents.

Taking over responsibility for 2nd-level support requests (hands-on)

• Communicating with customers to create, track, and resolve IT support cases.
• Analyze, qualify, and resolve technical issues (Level 2 support; AI 1st Level spillovers).
• Meeting time-dependent and SLA-based response times.
• Providing technical advice to customers as needed, including guidance on product-related security configurations and best practices.
• Creating and updating our technical documentation for technical support.
• Collect, structure, and formalize customer feedback (including bugs, pain points, and feature requests).

Supporting and developing internal IT security procedures and standards

• Practical measures for the secure use of end devices (Mac, iPhone) based on a fully virtualized infrastructure (AWS).
• Monitor the company's virtual IT infrastructure (AWS) for security breaches and respond to attacks.
• Test new features and releases prior to production deployment, focusing on maintaining security standards and data integrity.
• Conduct penetration testing, which is when analysts simulate attacks to look for vulnerabilities in their systems before they can be exploited.
• Research the latest IT security trends.
• Develop security standards and best practices.

Collaborate with other teams

• Work closely with the product management and software development teams to track bug fixes and product enhancements.
• Participate in reviews and roadmap discussions as the voice of the customer.

Your Skills

Technical Skills

• IT-related training (IT specialist) or similar.
• Knowledge in any programming language (e.g. Java, Go or JavaScript) is required.
• Knowledge in databases such as MySQL/MariaDB, Postgres, or any other is required.
• Experience with AI-driven support platforms or utilizing Large Language Models for technical troubleshooting.
• Understanding of SaaS-specific security protocols, such as SSO, OAuth, and secure API communication.
• Having experience with HTML and CSS is welcome.

Soft Skills

• You have a quick grasp of new concepts and are quick to familiarize yourself with new technologies.
• You can apply technical and logical thinking broadly to find theoretical and practical solutions.
• You can dynamically adapt to new priorities to achieve company or team goals.
• You demonstrate integrity, creativity, and enthusiasm in finding solutions.
• You can express yourself clearly and precisely in English.
• You are able to work with a wide variety of people and their skill sets within the company.
• You are part of a team, but you can also work independently.

Benefits

• A collaborative, supportive team culture focused on achieving outstanding results together.
• An environment where professionalism and fun go hand in hand, and great work is rewarding and engaging.
• 30 days of vacation.
• Flexible work setup with a home office policy without office presence obligation, complemented by modern, well-equipped offices.
• Flexible working hours with a high degree of autonomy and trust.
• Continuous learning opportunities, including professional training and a budget for books.
• Language classes during working hours.
• Regular team activities - from sports events and gaming nights to international meetups and relaxed after-work gatherings.

We are looking forward to your application!