Service Desk Engineer

This is a fully remote position, open to applicants in Armenia.

📋 Description

• Take charge of and enhance the ticket flow between CRM and Jira, including statuses, routing, and escalation protocols among L1, L2, and engineering teams.

• Ensure ticket classification and SLA targets are precise (issue types, categories, responsible teams) and address any data discrepancies.

• Identify where tickets become stalled, revert, or fail to meet SLA, and translate insights into process improvements or clear tasks for the engineering team.

• Collaborate with frontline and engineering teams to enhance intake quality, defining what constitutes a successful escalation and providing feedback.

• Automate routine CRM procedures and Jira tasks using automation rules and scripts.

• Contribute to the development of internal tools and services utilizing TypeScript / Node.js and Go through merge requests and code reviews.

• Assist in the implementation and evaluation of AI-assisted ticket management.

• Assess the impact of every modification using data and present findings clearly.

• Create and keep up-to-date documentation and playbooks for L1 and L2 teams.

⛳️ Requirements

• A minimum of 2 years in technical support, support operations, or a related position with tiered support (L1/L2/L3) and SLAs.

• Strong proficiency with Jira, including workflows, JQL, automation rules, and dashboards.

• Familiarity with a CRM or helpdesk system (ticket lifecycle, queues, routing).

• Proficient in SQL for personal analysis: joins, aggregations, and handling large tables.

• Experience using logs and monitoring tools to troubleshoot issues (Datadog, Grafana, Kibana).

• Practical coding experience in at least one of the following: TypeScript / JavaScript, Go, Python (Google Apps Script is applicable for automation).

• Familiar with Git, merge requests, and conducting code reviews.

• Knowledge of HTTP, REST APIs, and webhooks.

• Ability to think processually: capable of mapping a flow, identifying weak points, and making changes without disrupting the entire system.

• Proficient in clear English writing (B2 level): creating instructions, task descriptions, and concise reports.

• Demonstrated ownership and autonomy: capable of leading a change initiative to completion, including reaching agreements with other teams.

• Experience in production environments using Node.js / TypeScript or Go services, and Postgres.

• Knowledge of Jira administration, Jira Service Management, or Assets.

• Understanding of ITIL processes.

• Familiarity with Google Cloud and BigQuery.

• Experience with LLM tools or agents in support settings: crafting prompts, evaluations, and guardrails.

• Background in a fintech company and/or a startup environment.

🏝️ Benefits

• Full-time B2B contract.

• Fully remote work setup.

• Up to 20% tax allowance.

• 22 paid leave days per year.

• Stock options (ESOP) in a rapidly growing, pre-IPO company.

• Flexible benefits that can be utilized for wellness, travel, or educational pursuits.

• Collaborate with a high-performing, international engineering team at a global fintech unicorn.