ServiceDesk Engineer, L2

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

📋 Description

• Address and resolve requests from tech support and internal teams, including conducting root cause analysis of intricate issues (HTTP flows, API errors, web integrations, browser/client-side errors, performance challenges).

• Establish standardized solutions, and create and maintain clear instructions and playbooks for L1 and L2 engineers.

• Investigate product bugs and customer-facing errors, collaborating with Product and Engineering teams for resolution.

• Proactively analyze logs to detect root causes, performance bottlenecks, and atypical patterns.

• Evaluate existing issues in production systems and define well-structured tasks for Engineers to address them.

• Automate routine and repetitive tasks to enhance team efficiency.

• Participate in on-call duties for incidents and contribute to the enhancement of our monitoring, alerting, and response processes.

⛳️ Requirements

• Exceptional troubleshooting and problem-solving abilities.

• Experience with Jira at an administrative level.

• Proficiency in utilizing logs and monitoring tools to investigate product and system problems (Datadog, Grafana, Kibana).

• Familiarity with tools to automate administrative tasks.

• Proficient in English at a B1 level or higher.

• Understanding of software development principles and fundamentals.

• Experience in writing basic SQL queries.

• Skills in process management, teamwork, and proactivity.

• **Nice to have:**

• Experience with Google Cloud.

• Experience in scripting with Bash, Python, or Golang.

• Practical experience in incident management (SEV process, on-call responsibilities).

• Background in a fintech company.

• Experience at a startup.

🏝️ Benefits

• Full-time B2B contract

• Fully remote setup, allowing work from anywhere in Europe

• Up to 20% tax allowance

• 22 paid leave days per year

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

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

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