Service Desk Engineer

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

📋 Description

• Address alerts and incidents by triaging, evaluating impact, and escalating to appropriate teams.

• Facilitate incident resolution while keeping stakeholders updated.

• Engage in the on-call rotation, which may include occasional alerts outside of regular hours.

• Contribute to post-incident reviews and monitor action items.

• Manage requests from the support team and colleagues.

• Analyze technical issues utilizing logs, metrics, and SQL; pinpoint bugs and formulate clear development tasks.

• Maintain runbooks and documentation for Level 1 and Level 2 teams.

• Enhance support and incident management processes.

• Automate repetitive tasks and contribute to internal tools like BackOffice and alerting systems.

• Investigate and deploy AI tools and LLM-based solutions for request management, incident triage, and documentation.

⛳️ Requirements

• Background in service desk, production support, or a comparable operational role.

• Practical experience with incident management or a keen interest in the field.

• Capacity to remain organized and communicate effectively during crises.

• Strong interpersonal skills: ownership, initiative, and a high degree of autonomy.

• Familiarity with monitoring and logging tools (e.g., Datadog, Grafana, Kibana).

• Experience in writing basic SQL queries.

• Proficiency in working with Jira.

• English proficiency sufficient for written communication and understanding technical documentation (B2+).

• Nice to have: Experience in implementing AI / LLM tools in support or operational workflows.

• Nice to have: Familiarity with Google Cloud.

• Nice to have: Knowledge of Google Apps Script.

• Nice to have: Scripting abilities (e.g., Bash, Python, Go).

• Nice to have: Understanding of ITIL processes.

• Nice to have: Experience in Jira administration.

🏝️ Benefits

• Full-time B2B contract.

• Fully remote work environment, allowing you to work from anywhere in Europe.

• Up to 20% tax allowance.

• 22 paid leave days each year.

• Additional compensation for on-call responsibilities.

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

• Flexible benefits that can be applied towards wellness, travel, or learning opportunities.

• Genuine ownership and rapid advancement in incident and operations management.

• Opportunities to experiment with AI and cutting-edge tools to influence operational practices.

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