This role combines DevOps, AI customer support automation, IT security, and hands‑on 2nd‑level support into one broad position within our technology team. The main challenge is to fully transform our 1st‑level support into an AI‑driven model — moving from human‑handled support to autonomous AI agents, with human experts focusing exclusively on complex 2nd‑level topics. You will play a key role in building, shaping, and continuously improving this AI‑first support environment while ensuring stability, security, and smooth daily operations.
Once the AI support model is successfully established, DevOps responsibilities will gradually become a larger part of the day‑to‑day work, with increasing focus on automation, infrastructure operations, and platform reliability. The experience gained with AI agents can later be applied to customer implementation projects or by mentoring our product development teams, where AI is already widely used — and where even more AI‑driven initiatives are planned across the company.
Responsibilities:
* Developing and maintaining an AI‑first support system
* Follow and implement an AI‑first customer support approach prioritizing AI technologies such as chatbots, virtual assistants, and machine learning to streamline 1st‑level support operations.
* Address AI quality shortcomings by continuously improving augmentation and learning resources, defining appropriate HITL points and handover to next levels (Level 2 Support; Final Level – 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 targets.
* Providing technical advice to customers, including guidance on product security configurations and best practices.
* Creating and updating technical documentation for support.
* Collect, structure, and formalize customer feedback (bugs, pain points, feature requests).
* Supporting and developing internal IT security procedures and standards
* Implement practical measures for secure use of end devices (Mac, iPhone) within a fully virtualized infrastructure (AWS).
* Monitor the company’s virtual IT infrastructure (AWS) for security breaches and respond to incidents.
* Test new features and releases prior to production deployment, maintaining security standards and data integrity.
* Conduct penetration testing to identify vulnerabilities before exploitation.
* Research latest IT security trends.
* Develop security standards and best practices.
* Collaborate with other teams.
* Work closely with 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.
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.
We offer:
* Remote work with the possibility of using our offices in Paris and Lille Flexible working hours
* Meal vouchers and transportation subsidies
* AWS cloud trainings and certifications
* Company library with possibility to buy books
* Language courses during working hours
* Gift cards for Christmas
* Celebrations of special events e.g. marriage, childbirth, work anniversary
* Local team dinners and global team events: Summer Party and Christmas Party
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