servicedesk engineer for fintech

Tabby; United States; Remote; USD 110,000 - 140,000; Full time

Benefits offered by this job

Tax allowance

22 paid leave days per year

Stock options (ESOP)

Flexible benefits for wellness, travel

Opportunity to work with international

Job summary

Tabby ищет специалиста по технической поддержке с опытом работы в управлении SLA и процессами эскалаций. Требуется знание Jira/JQL, навыки SQL и разработки на TypeScript/JavaScript, Go или Python.

Ваша роль будет обеспечивать качественный intake, работу с тикетами и интеграции, а также участие в проектах по автоматизации и улучшению процессов. Работа предполагает тесное взаимодействие с инженерной командой и продвинутыми инструментами мониторинга.

Qualifications

• 2+ года в техподдержке/операциях с SLA
• Опыт работы с Jira и JQL, панелями мониторинга и автоматизацией
• Умение анализировать логи и работать с большими таблицами

Responsibilities

• Управлять потоками тикетов между CRM и Jira по уровням поддержки и эскалациям
• Поддерживать точную классификацию тикетов и SLA
• Идентифицировать задержки и переработанные SLA и преобразовывать результаты в задачи для инженеров
• Автоматизировать рутинные шаги в CRM и Jira
• Участвовать в внедрении AI-помощника в обработке тикетов и оценке его эффективности
• Подготавливать документацию и руководства для L1/L2

Skills

SQL

Git

Ревью кода

REST API

Письменный английский (B2)

Tools

Jira

JQL

Automation Rules

Dashboards

Job description

Описание

Tabby provides a payment service that lets shoppers split online and in-store purchases without interest or fees. Its platform serves over 25 million users and more than 70,000 brands and businesses, helping them offer flexible payments and grow customer loyalty.

Задачи

Own and improve ticket flows between CRM and Jira, including statuses, routing, and escalation rules across L1, L2, and engineering teams Maintain accurate ticket classifications and SLA targets, and fix data gaps Identify tickets that are delayed, returned, or breaching SLAs, and turn findings into process changes or clear engineering tasks Improve intake quality with frontline and engineering teams by defining good escalations and providing feedback Automate routine steps in CRM procedures and Jira using automation rules and scripts Contribute features, fixes, and integrations to internal tools and services built with TypeScript, Node.js, and Go through merge requests and code reviews Help roll out and evaluate AI-assisted ticket handling, identifying what works, what fails, and what should change Measure the impact of changes with data and report results clearly and concisely Prepare and maintain documentation and playbooks for L1 and L2

Требования

2+ Years in technical support, support operations, or a similar role involving tiered support (L1/L2/L3) and SLAs Solid experience with Jira workflows, JQL, automation rules, and dashboards Experience with a CRM or helpdesk system, including ticket lifecycles, queues, and routing SQL skills for independent analysis, including joins, aggregations, and working with large tables Experience using logs and monitoring tools to investigate issues, such as Datadog, Grafana, or Kibana Hands-on coding experience in at least one of TypeScript/JavaScript, Go, or Python; Google Apps Script counts for automation Experience with Git, merge requests, and code review Understanding of HTTP, REST APIs, and webhooks Ability to map processes, identify weak points, and make changes without disrupting other steps Clear written English (B2) Ownership and autonomy, including driving changes to completion and aligning them with other teams Будет плюсом: 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, including prompts, evaluation, and guardrails, experience at a fintech company and/or a startup

Условия

Full-time B2B contract Up to 20% tax allowance 22 Paid leave days annually Stock options (ESOP) in a fast-scaling, pre-IPO company Flexible benefits for wellness, travel, or learning Opportunity to work alongside an international engineering team