ServiceDesk engineer in fintech

Tabby; United States; Remote; USD 85,000 - 110,000; Full time

Benefits offered by this job

Stock options (ESOP)

22 paid leave days annually

Flexi benefits

Remote-first team in fintech unicorn

Job summary

Tabby ищет специалиста ServiceDesk для поддержки L1/L2 в глобальной финансовой компании. Вы будете оптимизировать поток тикетов, обеспечивать SLA, работать с Jira, SQL и внутренними инструментами на TypeScript/Node.js и Go. Удаленная работа, международное окружение, гибкие льготы.

Кандидат должен владеть английским на уровне B2, иметь опыт в техподдержке и знание ITIL. Предоставляются ESOP и оплачиваемые отпуска.

Qualifications

• Не менее 2 лет в техподдержке с учётом SLA и эскалаций.
• Опыт работы с Jira: рабочие процессы, JQL, автоматизация, дашборды.
• Опыт работы в CRM/Helpdesk и анализ логов.

Responsibilities

• Оптимизация потока тикетов между CRM и Jira, маршрутизация и эскалация.
• Поддержание точности классификации тикетов и SLA.
• Выявление узких мест и предложение изменений процессам.
• Сопровождение intake качества и обратная связь командам.
• Автоматизация рутинных шагов в CRM и Jira.
• Разработка и интеграции внутренних инструментов (TypeScript/Node.js, Go) через MR.
• Участие в rollout AI-обработки тикетов и оценочных метрик.

Skills

Jira администрирование

SQL

TypeScript/JavaScript

Go

Python

Git / Merge requests

REST APIs

English (B2)

ITIL

Datadog / Grafana / Kibana

PostgreSQL

Google Cloud / BigQuery

Fintech / startup опыт

Tools

Jira

Datadog

Grafana

Kibana

PostgreSQL

Google Cloud

BigQuery

CRM/Helpdesk

Job description

Описание:

ServiceDesk is the L1 layer between frontline support and engineering. Frontline agents elevate 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.

Задачи:

• 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

Требования:

• 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.
• 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: prompts, evaluation, guardrails
• Experience at a fintech company and/or a startup

Условия:

• 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