ServiceDesk Engineer

تابي; Polska; Remoto; PLN 60.000 - 90.000; Tempo integral

Benefícios oferecidos por esta vaga

Fully remote

Tax allowance 20%

22 paid leave days

ESOP

Flexi benefits

Global fintech team

Resumo da vaga

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.

Qualificações

• 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

Responsabilidades

• 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

Conhecimentos

Jira

CRM system

SQL

Datadog

Grafana

Kibana

TypeScript/JavaScript

Go

Python

Git

REST APIs

Documentation

English writing

Ferramentas

PostgreSQL

Google Cloud

Descrição da vaga

ServiceDesk Engineer

Department: Service Desk

Employment Type: Full Time

Location: Remote/Poland

Reporting To: Roman Zhuravlev

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.

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 escalates 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