Your role
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
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.
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 German and 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.
Your 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.
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.
Performance-based compensation aligned with clear objectives.
