ServiceDesk Engineer

Tabby | تابي; Polska; Remoto; PLN 70.000 - 100.000; Tempo integral

Benefícios oferecidos por esta vaga

Fully remote

B2B contract

Tax allowance

Leave entitlement

Stock options

Flexible benefits

Global fintech team

Resumo da vaga

Tabby | تابي seeks a hands-on Service Desk professional for its fully remote Poland-based role. You will manage ticket lifecycles, route escalations across L1/L2/Engineering, and automate CRM/Jira tasks while supporting AI-assisted ticket handling.

Your work will help speed up ticket resolution and improve data accuracy across teams. You will bring 2+ years in technical support, strong Jira experience, SQL analysis skills, and proficiency in TS/JS or Go.

Qualificações

• 2+ years in technical support, support operations or similar with SLAs.
• Solid Jira experience: workflows, JQL, automation, dashboards.
• Experience with a CRM/helpdesk system and ticket lifecycle.
• SQL skills for data analysis and large tables.
• Experience with logs/monitoring tools (Datadog, Grafana, Kibana).
• Hands-on coding in TS/JS, Go or Python.
• Git, merge requests and code review.
• Knowledge of HTTP/REST APIs and webhooks.
• Strong English writing for instructions and reports.
• Ownership to drive changes end-to-end.

Responsabilidades

• Own and improve ticket flow between CRM and Jira, including SLAs.
• Maintain accurate ticket classification and escalation routing.
• Identify bottlenecks and drive process improvements with engineering.
• Collaborate with frontline and engineering teams on intake quality.
• Automate routine CRM and Jira steps with scripts/rules.
• Contribute to internal tools in TS/Node.js, Go, and related tech.
• Support rollout of AI-assisted ticket handling and monitor outcomes.
• Measure changes using data and report findings succinctly.
• Prepare and maintain L1/L2 documentation and playbooks.

Ferramentas

Jira

SQL

Datadog

Grafana

Kibana

TypeScript

Go

Python

Git

HTTP/REST

Descrição da vaga

Description Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 25 million users choose Tabby to stay in control of their spending and make the most out of their money.

Department: Service Desk

Employment Type: Full Time

Location: Remote/Poland

Reporting To: Roman Zhuravlev

Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 25 million users choose Tabby to stay in control of their spending and make the most out of their money.

The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 70,000 global brands and small businesses, including Amazon, Noon, IKEA, and SHEIN use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.

Tabby generates over $18 billion in annual transaction volume for its partner brands and is the highest-rated, most-reviewed, largest, and fastest-growing FinTech in the GCC region.

Tabby launched in 2019 and has since raised +$1 billion in equity and debt funding from global and regional investors, and is now valued at $6,5 billion.

ServiceDesk is the L1 layer between frontline support and engineering. Frontline agents escalated complex customer cases to us; we resolve them or route them to the right engineering team, and we own the whole path a ticket takes: from intake and classification to SLA, escalation and closure. We build our own tools for it: an in-house analytics platform, automations in CRM and Jira, and AI-assisted handling of tickets. You will help us make that path faster, clearer and easier to measure.

Key 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 (issue types, categories, responsible teams) and fix gaps in the data;
• Find where tickets get stuck, bounce back or breach SLA, and turn findings into process changes or clear tasks for engineering;
• Work with frontline and engineering teams on intake quality: what a good escalation looks like and how to give feedback;
• Automate routine steps in CRM procedures and Jira (automation rules, scripts);
• Contribute to our internal tools and services (TypeScript / Node.js, Go): features, fixes and integrations, through merge requests and code review;
• Help roll out and check AI-assisted ticket handling: what it gets right, where it fails, what to change;
• Measure the effect of every change with data, and report it in a clear, short form;
• Prepare and maintain documentation and playbooks for L1 and L2.

What you’ll bring:

• 2+ years in technical support, support operations or a similar role with tiered support (L1/L2/L3) and SLAs;
• Solid experience with Jira: workflows, JQL, automation rules, dashboards;
• Experience with a CRM or helpdesk system (ticket lifecycle, queues, routing);
• SQL for your own analysis: joins, aggregations, working with large tables;
• Working with logs and monitoring tools to investigate issues (Datadog, Grafana, Kibana);
• Hands-on coding in at least one of: TypeScript / JavaScript, Go, Python (Google Apps Script counts for automation);
• Working with Git, merge requests and code review;
• Understanding of HTTP, REST APIs and webhooks;
• Process thinking: you can map a flow, spot the weak step and change it without breaking the rest;
• Clear writing in English (B2): instructions, task descriptions, short reports;
• Ownership and autonomy: you drive a change to the end, including agreeing it with other teams.

Nice to have:

• Production experience with Node.js / TypeScript or Go services, and Postgres;
• Jira administration, Jira Service Management or Assets;
• Understanding of ITIL processes;
• Google Cloud and BigQuery;
• Experience with LLM tools or agents in support: prompts, evaluation, guardrails;
• Experience at a fintech company and/or a startup.

What we offer:

• Full-time B2B contract
• Fully remote setup
• Up to 20% tax allowance
• 22 paid leave days annually
• Stock options (ESOP) in a fast-scaling, pre-IPO company
• Flexi benefits you can use for wellness, travel, or learning
• Work alongside a high-performing, international engineering team in a global fintech unicorn