ServiceDesk Engineer

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

📋 Description

• Take ownership 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, addressing any data gaps.

• Identify areas where tickets may become stalled, bounce back, or violate SLA, and convert insights into process improvements or specific tasks for engineering.

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

• Automate standard steps in CRM processes and Jira through the use of automation rules and scripts.

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

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

• Quantify the impact of each modification using data and present findings clearly.

• Prepare and update documentation and playbooks for both L1 and L2 teams.

⛳️ Requirements

• Minimum of 2 years experience in technical support, support operations, or a related position involving 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, understanding ticket lifecycles, queues, and routing.

• SQL skills for personal analysis: including joins, aggregations, and managing large tables.

• Experience using logs and monitoring tools for issue investigation (e.g., Datadog, Grafana, Kibana).

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

• Proficient in using Git, merge requests, and conducting code reviews.

• Knowledge of HTTP, REST APIs, and webhooks.

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

• Ability to write clearly in English (B2 level), including instructions, task descriptions, and concise reports.

• Demonstrated ownership and autonomy: capable of driving changes to completion, including consensus-building with other teams.

• Nice to have: Experience in production with Node.js / TypeScript or Go services, and Postgres.

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

• Nice to have: Understanding of ITIL processes.

• Nice to have: Familiarity with Google Cloud and BigQuery.

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

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

🏝️ 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 scaling pre-IPO company.

• Flexible benefits for wellness, travel, or learning opportunities.

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