Senior DevOps Engineer - AI & Security

This role is within JustRelate Group's technology team, focusing on combining DevOps, AI customer support automation, IT security, and hands-on 2nd-level support. The main project is transforming 1st-level support into an AI-driven model, enabling autonomous AI agents to handle support with human experts focusing on complex 2nd-level topics.

• IT-related training (IT specialist) or similar.
• Knowledge in any programming language such as Java, Go, or JavaScript.
• Knowledge in databases such as MySQL/MariaDB, Postgres, or others.
• Experience with AI-driven support platforms or using Large Language Models for technical troubleshooting.
• Understanding of SaaS-specific security protocols like SSO, OAuth, and secure API communication.
• Experience with HTML and CSS is welcome.
• Ability to quickly grasp new concepts and technologies.
• Strong technical and logical thinking skills.
• Ability to adapt dynamically to new priorities.
• Integrity, creativity, and enthusiasm in problem-solving.
• Clear and precise English communication skills.
• Ability to work independently and as part of a team.

• Develop and maintain an AI-first support system.
• Implement AI-first customer support approach using chatbots, virtual assistants, and machine learning.
• Improve AI quality by defining HITL points and handover processes.
• Use AI-assisted tools for support workflows and initial case diagnostics.
• Maintain knowledge sources for AI support agents.
• Handle Level 2 support requests hands-on.
• Communicate with customers to create, track, and resolve IT support cases.
• Analyze, qualify, and resolve technical issues from AI 1st-level spillovers.
• Meet time-dependent and SLA-based response targets.
• Provide technical advice on product security configurations and best practices.
• Create and update technical documentation for support.
• Collect, structure, and formalize customer feedback including bugs and feature requests.
• Support and develop internal IT security procedures and standards.
• Implement security measures for end devices within a virtualized AWS infrastructure.
• Monitor AWS virtual IT infrastructure for security breaches and respond to incidents.
• Test new features and releases prior to production deployment, ensuring security and data integrity.
• Conduct penetration testing to identify vulnerabilities.
• Research latest IT security trends.
• Develop security standards and best practices.
• Collaborate with other teams including product management and software development.
• Participate in reviews and roadmap discussions as the voice of the customer.