ServiceDesk Engineer – Incident Management & Support

About the role

This hybrid position combines hands‑on operational support, process ownership and incident management for a 24/7 payments business. You will act as the bridge between support, engineering and business teams, ensuring incidents are identified, prioritised and resolved quickly.

Key responsibilities

• Respond to alerts and incidents: triage, assess impact, coordinate resolution and keep stakeholders informed.
• Participate in on‑call rotation and contribute to post‑mortems and follow‑up actions.
• Handle support requests, investigate technical issues using logs, metrics and SQL, and create clear tasks for development teams.
• Maintain runbooks and documentation for L1/L2 teams and improve incident management processes.

Required profile

• Experience in service desk, production support or similar operational role.
• Strong ownership, proactivity and ability to communicate clearly under pressure.
• Comfortable working autonomously in a fast‑paced environment.

Required skills

• Monitoring and logging tools such as Datadog, Grafana, Kibana.
• SQL query writing.
• Jira usage and basic administration.
• Scripting languages: Bash, Python, Go.
• Familiarity with Google Cloud and Google Apps Script.
• Understanding of ITIL processes and AI/LLM tooling for support automation.

What we offer

• Full‑time B2B contract with remote work from anywhere in Europe.
• Up to 20% tax allowance, 22 paid leave days, on‑call compensation and stock options (ESOP).
• Flexi benefits for wellness, travel or learning.
• Opportunity to experiment with AI and modern tooling alongside a high‑performing international engineering team.