Service Desk Engineer

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

📋 Description

• Take ownership and enhance the workflow of tickets between CRM and Jira, including managing statuses, routing, and escalation protocols among L1, L2, and engineering teams.

• Ensure the accuracy of ticket classification and SLA targets while addressing any data discrepancies.

• Identify bottlenecks, recurring issues, or SLA breaches in the ticketing process, and translate your findings into actionable process improvements or specific tasks for the engineering team.

• Collaborate with frontline staff and engineering teams to improve intake quality and provide feedback on escalations.

• Implement automation for routine tasks in CRM procedures and Jira by utilizing 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 deployment and assessment of AI-driven ticket management solutions.

• Evaluate the impact of changes using data analysis and communicate your findings effectively.

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

⛳️ Requirements

• Minimum of 2 years experience in technical support, support operations, or a comparable role with tiered support levels (L1/L2/L3) and established SLAs.

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

• Familiarity with a CRM or helpdesk system, understanding the ticket lifecycle, queues, and routing processes.

• Ability to utilize SQL for personal analysis, including joins, aggregations, and handling large datasets.

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

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

• Experience using Git, managing merge requests, and participating in code reviews.

• Knowledge of HTTP, REST APIs, and webhooks.

• Strong process-oriented mindset: capable of mapping workflows, identifying weak points, and implementing changes without disrupting the overall process.

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

• Demonstrates ownership and autonomy, driving initiatives through to completion while coordinating with other teams.

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

• Preferred: Familiarity with Jira administration, Jira Service Management, or Assets.

• Preferred: Understanding of ITIL processes.

• Preferred: Experience with Google Cloud and BigQuery.

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

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

🏝️ Benefits

• Full-time B2B contract.

• Fully remote work setup.

• Tax allowance of up to 20%.

• 22 paid vacation days per year.

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

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

• Opportunity to collaborate with a high-performing, international engineering team within a global fintech unicorn.