<div class="show-more-less-html__markup show-more-less-html__markup--clamp-after-5 relative overflow-hidden"> <p><strong>About us</strong></p><p>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.</p><p><br/></p><p><strong>Your responsibilities</strong></p><p><strong>Developing and maintaining an AI-first support system</strong></p><ul><li>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.</li><li>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).</li><li>Leveraging AI-assisted tools for support workflows and initial case diagnostics.</li><li>Maintaining knowledge sources for AI support agents.</li></ul><p><strong>Taking over responsibility for 2nd-level support requests (hands-on)</strong></p><ul><li>Communicating with customers to create, track, and resolve IT support cases.</li><li>Analyze, qualify, and resolve technical issues (Level 2 support; AI 1st Level spillovers).</li><li>Meeting time-dependent and SLA-based response times.</li><li>Providing technical advice to customers as needed, including guidance on product-related security configurations and best practices.</li><li>Creating and updating our technical documentation for technical support.</li><li>Collect, structure, and formalize customer feedback (including bugs, pain points, and feature requests).</li></ul><p><strong>Supporting and developing internal IT security procedures and standards</strong></p><ul><li>Practical measures for the secure use of end devices (Mac, iPhone) based on a fully virtualized infrastructure (AWS).</li><li>Monitor the company’s virtual IT infrastructure (AWS) for security breaches and respond to attacks.</li><li>Test new features and releases prior to production deployment, focusing on maintaining security standards and data integrity.</li><li>Conduct penetration testing, which is when analysts simulate attacks to look for vulnerabilities in their systems before they can be exploited.</li><li>Research the latest IT security trends.</li><li>Develop security standards and best practices.</li></ul><p><strong>Collaborate with other teams</strong></p><ul><li>Work closely with the product management and software development teams to track bug fixes and product enhancements.</li><li>Participate in reviews and roadmap discussions as the voice of the customer.</li></ul><p><br/></p><p><strong>Your skills</strong></p><p><strong>Technical Skills</strong></p><ul><li>IT-related training (IT specialist) or similar.</li><li>Knowledge in any programming language (e.g. Java, Go or JavaScript) is required.</li><li>Knowledge in databases such as MySQL/MariaDB, Postgres, or any other is required.</li><li>Experience with AI-driven support platforms or utilizing Large Language Models for technical troubleshooting.</li><li>Understanding of SaaS-specific security protocols, such as SSO, OAuth, and secure API communication.</li><li>Having experience with HTML and CSS is welcome.</li></ul><p><strong>Soft Skills</strong></p><ul><li>You have a quick grasp of new concepts and are quick to familiarize yourself with new technologies.</li><li>You can apply technical and logical thinking broadly to find theoretical and practical solutions.</li><li>You can dynamically adapt to new priorities to achieve company or team goals.</li><li>You demonstrate integrity, creativity, and enthusiasm in finding solutions.</li><li>You can express yourself clearly and precisely in English.</li><li>You are able to work with a wide variety of people and their skill sets within the company.</li><li>You are part of a team, but you can also work independently.</li></ul><p><br/></p><p><strong>Benefits</strong></p><ul><li>A collaborative, supportive team culture focused on achieving outstanding results together.</li><li>An environment where professionalism and fun go hand in hand, and great work is rewarding and engaging.</li><li>30 days of vacation.</li><li>Flexible work setup with a home office policy without office presence obligation, complemented by modern, well-equipped offices.</li><li>Flexible working hours with a high degree of autonomy and trust.</li><li>Continuous learning opportunities, including professional training and a budget for books.</li><li>Language classes during working hours.</li><li>Regular team activities - from sports events and gaming nights to international meetups and relaxed after-work gatherings.</li></ul><p><br/></p><p>We are looking forward to your application!</p> </div>