• Respond to technical issues escalated by customers • Act as a liaison between operations, the client, and Engineering/Development • Respond to end user requests for assistance using existing manuals and scripted responses • Effectively interact with customers and refer ongoing issues to the appropriate engineering support team

Role Description Mercier Consultancy is looking for a motivated German Speaking IT Support Agent to join our team in Greece. In this role, you will provide technical assistance to German-speaking clients, helping them resolve IT-related issues effectively and efficiently. As an IT Support Agent, you will be responsible for diagnosing problems, guiding clients through solutions, and ensuring a high level of customer satisfaction. This is an excellent opportunity to build your career in IT support while working in an international environment. Responsibilities - Provide front-line technical support to German-speaking clients via phone, email, and chat - Troubleshoot hardware, software, and network issues and offer timely resolutions - Document support interactions clearly and accurately in the ticketing system - Collaborate with technical teams to resolve complex problems - Assist with software installations, updates, and user training - Stay up to date with the latest technologies and support procedures Qualifications - Fluency in German and English, both written and oral communication - Basic understanding of IT systems, hardware, and software - Strong problem-solving skills and customer-focused attitude - Excellent communication and interpersonal skills - Previous experience in IT support or customer service is a plus - Ability to work effectively in a remote or office environment in Greece - Willingness to learn and grow within the IT support field Benefits - Competitive Monthly Salary - Monthly Performance Bonus - Fully Paid Relocation Package (Flight, Transfer and Hotel) - Health Insurance - Private Health Insurance - 2 Extra Salaries Per Year - Support In Finding Accommodation After Hotel - And More...

Role Description This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk. - Design, build, and evolve intelligent customer experience solutions that integrate Salesforce CRM with AWS services and modern generative AI capabilities. - Develop AI-powered experiences using Amazon Bedrock, LangChain, and modern LLM integration patterns to create context-aware, scalable, and customer-facing solutions. - Build robust backend services and integrations to support customer workflows, including LLM orchestration, prompt workflows, RAG pipelines, and other generative AI features. - Design and deliver complex customer experience initiatives from technical discovery through production deployment, ensuring scalability, reliability, and maintainability. - Develop and refine prompt engineering strategies, grounding approaches, and AI interaction patterns that improve the quality, relevance, and safety of customer-facing AI experiences. - Design and implement resilient APIs, event-driven integrations, and backend services that connect Salesforce, AWS platforms, internal systems, and external applications. - Drive engineering excellence through strong CI/CD practices, using GitHub, Gearset, and deployment automation to support reliable and efficient releases. - Champion observability, operational excellence, and production support practices to ensure enterprise-grade reliability, performance, and supportability of customer-facing systems and AI services. - Participate in technical decision-making across architecture, integration design, AI/ML tooling, scalability, security, and long-term platform evolution. - Partner closely with product managers, designers, architects, security, data, and infrastructure teams to ensure solutions are aligned, secure, reliable, and enterprise-ready. - Collaborate effectively in a Scrum-based Agile environment, using Jira and Confluence to drive execution, document decisions, and maintain delivery transparency. - Evaluate emerging AI/ML technologies, frameworks, and engineering patterns, and apply them pragmatically to improve customer experience and operational efficiency. Qualifications - 3+ years of professional software engineering experience, with at least 3+ years in customer-facing platforms, enterprise integrations, or CRM-driven systems. - Expertise in backend and application development using Python or Java, JavaScript or TypeScript, with the ability to build production-grade, scalable software systems. - Strong experience designing and building cloud-native solutions on AWS, including services such as Lambda, S3, RDS, API Gateway, and CloudWatch, with a focus on scalability, resilience, and security. - Proven experience integrating LLMs and generative AI capabilities into production-ready applications, ideally using Amazon Bedrock, LangChain, or similar frameworks. - Experience building AI-powered backend services such as prompt orchestration layers, RAG workflows, retrieval pipelines, or other intelligent application patterns. - Strong software engineering fundamentals, including distributed systems design, API development, testing strategies, code quality, and maintainable architecture. - Experience with CI/CD pipelines, source control workflows, and automated deployments using tools such as GitHub and Gearset. - Working knowledge of Agile/Scrum delivery models, and experience partnering across product, engineering, and business teams in sprint-based execution. - Excellent communication skills with the ability to explain complex technical ideas clearly to both technical and non-technical audiences. Requirements - Hands-on experience with Salesforce architecture and development, including Apex, Lightning, Flow, APIs, and data models, with a strong understanding of enterprise CRM workflows. - Experience with advanced prompt engineering, evaluation strategies, and optimization techniques for customer-facing AI applications. - Familiarity with vector databases, embeddings, and Retrieval-Augmented Generation (RAG) architectures. - Experience with LangGraph, LangSmith, agentic workflows, or related frameworks for orchestrating more advanced AI application behavior. - Background in enterprise security, compliance, and data governance, especially as it relates to AI adoption and customer data protection. - Experience with containerization and orchestration technologies such as Docker and Kubernetes. - Exposure to advanced AWS services such as SageMaker, AppConfig, or event-driven architectures. - Track record of leading cross-functional technical initiatives or delivering large-scale platform improvements. Benefits - The annual base salary range for this position for candidates located in Poland is between 161,000 zł — 236,000 zł PLN. - Okta offers equity (where applicable), bonus, and comprehensive healthcare coverage and financial benefits including paid time off and parental leave in accordance with our applicable plans and policies. Company Description Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. If reasonable accommodation is needed to complete any part of the job application, interview process, or onboarding please use this Form to request an accommodation. Okta is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Personnel and Job Candidate Privacy Notice at https://www.okta.com/legal/personnel-policy/.

Role Description Werde Teil unseres Customer Success Teams und sei zuständig für den klinischen Support unserer Softwarelösungen in der DACH-Region. Als erste Anlaufstelle für Kliniken und Radiologieabteilungen sorgst du dafür, dass unsere Kunden die Plattform sicher beherrschen und auftretende Probleme schnell gelöst werden. - Primäre/r Ansprechpartner/in für klinische Kunden (z.B. Radiologie, Onkologie) bei allen Fragen zu unseren Softwarelösungen - Eingehende Support-Anfragen entgegennehmen, analysieren und präzise unterscheiden, ob es sich um einen technischen Fehler oder ein Problem im klinischen Workflow bzw. der Systembedienung handelt - Workarounds erarbeiten und Kunden dabei unterstützen, die Software optimal in ihren Krankenhausalltag zu integrieren - Eng mit dem technischen Team zusammenarbeiten, Fehlermeldungen strukturiert aufbereiten und die Kundenkommunikation bis zur Lösung steuern - Support-Infrastruktur von Grund auf aufbauen: Ticketing-System, SLA-Dokumentation, Eskalationsprozesse und Wissensdatenbank - SOPs und Self-Service-Ressourcen erstellen und pflegen, um wiederkehrende Anfragen zu automatisieren - Muster in Kundenanfragen erkennen und strukturiert an Produkt- und klinische Teams weitergeben Qualifications - Mind. 3 Jahre Berufserfahrung im Customer Success, beispielsweise in der Applikationsbetreuung, im Implementierungs- oder Projektmanagement oder in der Beratung mit direktem Kundenkontakt - Beruflicher Hintergrund in der Krankenhaus-IT oder im Healthcare-SaaS-Umfeld - Grundlegendes Verständnis klinischer Workflows, idealerweise in der Radiologie - Vertrautheit mit medizinischer Software wie RIS, PACS, oder KIS - Erfahrung im Aufbau oder der Verbesserung von Support-Prozessen - Strukturierte, selbstorganisierte Arbeitsweise in einem dynamischen, wachstumsorientierten Umfeld - Fließende Deutsch- und Englischkenntnisse (mind. B2) Benefits - Arbeit an einem sinnstiftenden Produkt, das das Gesundheitswesen und das Leben von Menschen positiv beeinflusst - Ein positives, hochqualifiziertes und internationales Team - Individuelles Weiterbildungsbudget zur Förderung deiner beruflichen Entwicklung - Jobticket, Jobrad, Corporate Benefits Portal, Wellpass und weitere Benefits - Flexible Arbeitszeiten und bis zu 100 % Remote-Arbeit innerhalb Deutschland möglich