ServiceDesk Engineer

About the role

This is a hybrid role that combines hands‑on operational support, process ownership and incident management. You’ll be the link between support, engineering and business teams, making sure issues are identified, prioritised and resolved quickly.

Key responsibilities

• Respond to alerts and incidents, triage, assess impact and coordinate resolution with relevant teams.
• 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 and update runbooks and documentation for L1 and L2 support.
• Improve support and incident‑management processes, automate routine tasks and contribute to internal tooling such as BackOffice and alerting systems.
• Explore and prototype AI/LLM‑based solutions to accelerate request handling, incident triage and documentation.

Required profile

• Experience in a service‑desk, production‑support or similar operational role.
• Hands‑on experience with incident management or a strong interest in it.
• Ability to stay structured and communicate clearly during outages.
• Strong ownership, proactivity and high level of autonomy.
• English proficiency sufficient for written communication and technical documentation (B2+).

Required skills

• Monitoring and logging tools such as Datadog, Grafana or Kibana.
• SQL query writing.
• Jira (including administration).
• Google Cloud Platform.
• Google Apps Script.
• Scripting languages: Bash, Python, Go.
• Understanding of ITIL processes.
• Experience with AI/LLM tools 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 per year.
• Additional compensation for on‑call duty.
• Stock options (ESOP) in a fast‑scaling, pre‑IPO fintech unicorn.
• Flexi‑benefits for wellness, travel or learning.
• Opportunity to experiment with AI and modern tooling.
• Collaboration with a high‑performing international engineering team.