Service Desk Engineer

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

📋 Description

• Take ownership of and enhance the ticket flow between CRM and Jira, encompassing statuses, routing, and escalation rules among L1, L2, and engineering teams.

• Ensure precise ticket classification and adherence to SLA targets, which include issue types, categories, and assigned teams.

• Detect tickets that become stagnant, bounce back, or exceed SLA limits, and translate discoveries into process modifications or engineering tasks.

• Collaborate with frontline and engineering teams to elevate intake quality and escalation methodologies.

• Automate routine tasks within CRM processes and Jira by utilizing automation rules and scripts.

• Contribute to internal tools and services using TypeScript / Node.js and Go through merge requests and code reviews.

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

• Evaluate the effects of changes through data and present findings in a clear and concise manner.

• Prepare and sustain documentation and playbooks for L1 and L2 support.

• Enhance the ServiceDesk ticket pathway to be quicker, clearer, and more measurable.

⛳️ Requirements

• Over 2 years of experience in technical support, support operations, or a comparable role that involves tiered support (L1/L2/L3) and SLAs.

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

• Familiarity with a CRM or helpdesk system, encompassing ticket lifecycle, queues, and routing.

• Proficient in SQL for analytical purposes: joins, aggregations, and handling large tables.

• Experience working with logs and monitoring tools to troubleshoot issues (e.g., Datadog, Grafana, Kibana).

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

• Experience with Git, including merge requests and code reviews.

• Understanding of HTTP, REST APIs, and webhooks.

• Process-oriented mindset: able to map workflows, identify weak points, and adjust processes without disrupting other elements.

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

• Demonstrated ownership and autonomy: capable of driving changes to completion, including securing agreement with other teams.

• Preferred: experience with Node.js / TypeScript or Go services, and Postgres.

• Preferred: Jira administration, Jira Service Management, or Assets experience.

• Preferred: knowledge of ITIL processes.

• Preferred: experience with Google Cloud and BigQuery.

• Preferred: familiarity with LLM tools or agents in support, including prompts, evaluation, and guardrails.

• Preferred: background in a fintech company and/or a startup environment.

🏝️ Benefits

• Full-time B2B contract.

• Fully remote working arrangement.

• Up to 20% tax allowance.

• 22 paid leave days per year.

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

• Flexible benefits applicable for wellness, travel, or educational purposes.

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