• Serve as the primary intake point for AI project requests from across the business; triage, prioritize, and manage a cross-functional AI initiative backlog. • Define product vision, strategy, and roadmap for AI initiatives based on business objectives, user feedback, and organizational priorities. • Partner with stakeholders at all levels to capture requirements and translate them into clear, actionable technical specifications. • Design and deliver AI-powered workflows and automations using tools including Claude Enterprise and Workato, in collaboration with AI engineering and IT teams. • Lead recurring alignment sessions with business stakeholders on AI initiative priorities, progress, and outcomes. • Evaluate emerging AI tools and capabilities and make build-vs-configure-vs-integrate recommendations grounded in business impact. • Manage project lifecycles end-to-end, including scope, timeline, resource coordination, risk management, and post-launch iteration. • Develop and maintain documentation including requirements, process flows, test cases, training materials, and stakeholder communications. • Establish metrics and feedback loops to measure the effectiveness and adoption of deployed AI solutions. • Champion responsible AI practices across all initiatives, ensuring solutions are accurate, auditable, and aligned with SentinelOne's security and compliance standards. • Mentor and support team members on AI tooling, prompt engineering, and AI-assisted workflows.

• Providing comprehensive support to the entire Justice Business Unit (BU) by promptly responding to Help Desk calls. • Conducting expert triage and efficiently managing the resolution of customer service tickets. • Maintaining proactive communication with customers during outages and service activities. • Possesses advanced knowledge of application architecture, including each application component and functionality, to effectively troubleshoot issues. • Monitors assignment group queues within the case management system, prioritizing and resolving tickets in a timely manner. • Conducts thorough application-level troubleshooting, configuration adjustments, and facilitates case resolution to meet customer needs. • Actively contributes to the Knowledge Base, enhancing customer self-service capabilities and assisting fellow agents in resolving issues efficiently.

Role Description As a Customer Service Agent – Payments & POS Solutions, you will be the first point of contact for merchants and partners. You will handle inquiries related to card payment terminals, POS systems, and payment processes while ensuring professional assistance and high customer satisfaction. - Handle calls, emails, and tickets in line with SLA requirements - Provide phone and written support for card terminals and ATMs - Assist with installations, terminal replacements, and activations - Analyze and resolve technical and commercial inquiries, including troubleshooting, error codes, and connectivity issues - Escalate complex cases and maintain accurate documentation in the ticketing system - Support portal access requests and selected back-office activities Qualifications - Very good German skills (C1) and English at B1 level - Previous experience in customer service or technical support is required - Interest in technical topics and a structured way of working - Customer-oriented, solution-driven, and able to work under pressure - Confident using phone, email, and ticketing systems Requirements - Experience in payments, POS, or financial services environments (Nice to Have) - Basic knowledge of Excel and ticketing systems (Nice to Have) Benefits - Attractive salary package with bonus system, food vouchers - Permanent employment contract and 21 days paid vacation - Additional health and life insurance - Paid training and clear career development opportunities - Modern work environment, team events, and recognition programs

• Responsible for handling client incidents and service requests. • Execute changes and perform environment support/maintenance activities. • Work with routing/switching and the firewall perimeter (FortiGate). • Provide support for the Asterisk telephony platform and QueueMetrics. • Handle and resolve tickets from the queue within defined SLAs. • Execute RDMs (Change Requests), following the governance process. • Record actions and evidence, and keep the knowledge base up to date. • Collaborate with the Networks and Telephony teams.