Service Desk Engineer

Tabby

. Own and improve ticket flow between CRM and Jira, including statuses, routing, and escalation rules between L1, L2, and engineering teams .

Posted 11/9/2026full-timeRemote • GeorgiaJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing ticket flow between CRM and Jira, ensuring accurate classification and adherence to SLA targets. Proficient in automation, coding, and data analysis to enhance support operations and improve process efficiency.

Highest-signal resume keywords

Jira WorkflowsSQL AnalysisTypeScript CodingAutomation RulesTechnical Support Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

JiraSQLTypeScriptGoPythonHTTPREST APIsProcess MappingData AnalysisAutomation Scripting

Soft Skills

Clear WritingOwnershipAutonomyCollaborationProcess Improvement

Tools & Technologies

CRM SystemsDatadogGrafanaKibanaGit

Industry Keywords

ITIL ProcessesFintech ExperienceStartup ExperienceAI-Assisted Ticket HandlingJira Service Management

Tech Stack

Tools & technologies

BigQueryCloudGrafanaJavaScriptNode.jsPostgresPythonSQLTypeScriptGo

About the role

Key responsibilities & impact

Own and improve ticket flow between CRM and Jira, including statuses, routing, and escalation rules between L1, L2, and engineering teams
Maintain accurate ticket classification and SLA targets, including issue types, categories, and responsible teams
Identify tickets that become stuck, bounce back, or breach SLA, and convert findings into process changes or engineering tasks
Work with frontline and engineering teams to improve intake quality and escalation practices
Automate routine steps in CRM procedures and Jira using automation rules and scripts
Contribute to internal tools and services using TypeScript / Node.js and Go through merge requests and code review
Help roll out and evaluate AI-assisted ticket handling
Measure the impact of changes using data and report findings clearly and concisely
Prepare and maintain documentation and playbooks for L1 and L2
Help make the ServiceDesk ticket path faster, clearer, and easier to measure

Requirements

What you’ll need

2+ years in technical support, support operations or a similar role with tiered support (L1/L2/L3) and SLAs
Solid experience with Jira: workflows, JQL, automation rules, dashboards
Experience with a CRM or helpdesk system (ticket lifecycle, queues, routing)
SQL for your own analysis: joins, aggregations, working with large tables
Working with logs and monitoring tools to investigate issues (Datadog, Grafana, Kibana)
Hands-on coding in at least one of: TypeScript / JavaScript, Go, Python (Google Apps Script counts for automation)
Working with Git, merge requests and code review
Understanding of HTTP, REST APIs and webhooks
Process thinking: map a flow, identify weak steps, and change processes without disrupting other parts
Clear writing in English (B2): instructions, task descriptions, short reports
Ownership and autonomy: drive changes to completion, including agreement with other teams
Nice to have: production experience with Node.js / TypeScript or Go services, and Postgres
Nice to have: Jira administration, Jira Service Management or Assets
Nice to have: understanding of ITIL processes
Nice to have: Google Cloud and BigQuery
Nice to have: experience with LLM tools or agents in support, including prompts, evaluation, and guardrails
Nice to have: experience at a fintech company and/or a startup

Benefits

Comp & perks

Full-time B2B contract
Fully remote setup
Up to 20% tax allowance
22 paid leave days annually
Stock options (ESOP) in a fast-scaling, pre-IPO company
Flexi benefits you can use for wellness, travel, or learning
Work alongside a high-performing, international engineering team in a global fintech unicorn