Remote ServiceDesk Engineer: AI & Automation

تابي; Polska; Remote; PLN 60,000 - 90,000; Full time

Benefits offered by this job

Fully remote

Tax allowance 20%

22 paid leave days

ESOP

Flexi benefits

Global fintech team

Job summary

Tabby is seeking a ServiceDesk Engineer to join a fully remote Poland-based team. You will be the L1/L2 bridge between frontline support and engineering, owning ticket flows from intake to closure and building tools to speed and simplify processes.

You will work with Jira, CRM, and internal analytics tooling, contributing to automation and AI-assisted handling. Strong English writing and autonomy are essential in this role.

Qualifications

• 2+ years in technical support or similar with SLAs
• Experience with Jira workflows, JQL, automation rules
• Experience with a CRM or helpdesk system
• SQL for data analysis and large table work
• Working with logs and monitoring tools
• Hands-on coding in TS/Go/Python
• Git, merge requests, code review
• Understanding of HTTP, REST APIs and webhooks
• Process thinking to map and improve flows
• Clear written English (B2)
• Ownership and autonomy in driving changes

Responsibilities

• Own and improve the ticket flow between CRM and Jira: statuses, routing, escalation rules between L1, L2 and engineering teams
• Keep ticket classification and SLA targets accurate and fix data gaps
• Identify bottlenecks where tickets get stuck, and drive process changes with engineering
• Collaborate with frontline and engineering on intake quality and escalation definitions
• Automate routine CRM and Jira steps with rules and scripts
• Contribute to internal tools and services (TypeScript/Node.js, Go) via merges and reviews
• Assist in rolling out AI-assisted ticket handling and assess outcomes
• Measure impact of changes and report results concisely
• Prepare and maintain L1/L2 documentation and playbooks

Skills

Jira

CRM system

SQL

Datadog

Grafana

Kibana

TypeScript/JavaScript

Go

Python

Git

REST APIs

Documentation

English writing

Tools

PostgreSQL

Google Cloud

Job description

Tabby is seeking a ServiceDesk Engineer to join a fully remote Poland-based team. You will be the L1/L2 bridge between frontline support and engineering, owning ticket flows from intake to closure and building tools to speed and simplify processes.

You will work with Jira, CRM, and internal analytics tooling, contributing to automation and AI-assisted handling. Strong English writing and autonomy are essential in this role.