ServiceDesk Engineer (Remote)

About the role

Tabby is a fintech company behind a payment-splitting service used by over 25 million users and more than 70,000 brands. Its ServiceDesk sits between frontline support and engineering: it resolves escalated customer cases or routes them to the right engineering team, owning the ticket path from intake and classification to SLA, escalation and closure. This is a full-time, fully remote position reporting to Roman Zhuravlev.

Key responsibilities

• Own and improve the ticket flow between CRM and Jira: statuses, routing and escalation rules between L1, L2 and engineering teams.
• Keep ticket classification and SLA targets accurate and fix data gaps.
• Find where tickets get stuck or breach SLA and turn findings into process changes or tasks for engineering.
• Work with frontline and engineering teams on intake quality and feedback.
• Automate routine steps in CRM and Jira (automation rules, scripts).
• Contribute to internal tools and services (TypeScript / Node.js, Go) via merge requests and code review.
• Help roll out and evaluate AI-assisted ticket handling.
• Measure the effect of each change with data and report it clearly.
• Prepare and maintain documentation and playbooks for L1 and L2.

Required profile

• 2+ years in technical support, support operations or a similar role with tiered support (L1/L2/L3) and SLAs.
• Clear writing in English (B2) and ownership: driving a change to the end with other teams.
• Nice to have: fintech or startup experience, production experience with Node.js / TypeScript or Go services and Postgres, ITIL understanding, Google Cloud and BigQuery, and LLM tools in support.

Required skills

• Solid Jira experience: workflows, JQL, automation rules, dashboards.
• CRM or helpdesk system (ticket lifecycle, queues, routing).
• SQL for analysis (joins, aggregations, large tables).
• Logs and monitoring tools such as Datadog, Grafana and Kibana.
• Coding in at least one of TypeScript / JavaScript, Go or Python (Google Apps Script counts for automation).
• Git, merge requests and code review; HTTP, REST APIs and webhooks.

What we offer

• Full-time B2B contract, fully remote.
• Up to 20% tax allowance and 22 paid leave days per year.
• Stock options (ESOP) in a fast-scaling pre-IPO company.
• Flexible benefits for wellness, travel or learning.