Service Desk Engineer

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

📋 Description

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

• Ensure the accuracy of ticket classification and SLA targets, which encompass issue types, categories, and responsible teams, while addressing data gaps.

• Analyze situations where tickets become stalled, revert, or miss SLA targets, and transform insights into process improvements or engineering tasks.

• Collaborate with frontline and engineering teams to enhance intake quality and gather escalation feedback.

• Streamline routine processes in CRM and Jira by implementing automation rules and scripts.

• Contribute to the development of 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 impact of changes through data analysis and communicate results clearly and concisely.

• Create and sustain documentation and playbooks for L1 and L2 support teams.

⛳️ Requirements

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

• Proven experience with Jira, including workflows, JQL, automation rules, and dashboards.

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

• Proficiency in SQL for personal analysis, including joins, aggregations, and managing large tables.

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

• Proficient in coding in at least one language: TypeScript, JavaScript, Go, or Python (Google Apps Script is acceptable for automation).

• Experience with Git, including merge requests and code review processes.

• Knowledge of HTTP, REST APIs, and webhooks.

• Strong process-oriented mindset: able to map workflows, identify weak points, and implement changes without disrupting the overall process.

• Excellent written communication skills in English (B2 level), including the ability to create instructions, task descriptions, and concise reports.

• Ability to take ownership and work autonomously, driving changes to completion and coordinating with other teams.

• Nice to have: Production experience with Node.js, TypeScript, or Go services, and PostgreSQL.

• Nice to have: Experience in Jira administration, Jira Service Management, or Assets.

• Nice to have: Familiarity with ITIL processes.

• Nice to have: Knowledge of Google Cloud and BigQuery.

• Nice to have: Experience with LLM tools or agents in support, including prompts, evaluation, and guardrails.

• Nice to have: Background in a fintech company and/or startup environment.

🏝️ Benefits

• Full-time B2B contract.

• Fully remote work setup.

• Up to 20% tax allowance.

• 22 paid leave days each year.

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

• Flexible benefits that can be used for wellness, travel, or learning opportunities.

• Opportunity to work alongside a high-performing, international engineering team in a global fintech unicorn.