Service Desk Engineer

Tabby

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

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

Core Competencies

Role fit

Core Competencies

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

Highest-signal resume keywords

Jira WorkflowsSQL AnalysisTypeScript DevelopmentAutomation RulesProcess Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportSLA ManagementData AnalysisHTTP UnderstandingREST APIsPostgresGitCoding in GoJQLAutomation Scripting

Soft Skills

Clear WritingOwnershipAutonomyProcess ThinkingFeedback Communication

Tools & Technologies

JiraCRM SystemsDatadogGrafanaKibanaNode.jsGoogle CloudBigQueryAI ToolsMonitoring Tools

Industry Keywords

FintechStartupITIL ProcessesSupport OperationsTiered Support

Tech Stack

Tools & technologies

BigQueryCloudGrafanaJavaScriptNode.jsPostgresPythonSQLTypeScriptGo

About the role

Key responsibilities & impact

Own and improve the ticket flow between CRM and Jira: statuses, routing, escalation rules between L1, L2 and engineering teams
Keep ticket classification and SLA targets accurate (issue types, categories, responsible teams) and fix gaps in the data
Find where tickets get stuck, bounce back or breach SLA, and turn findings into process changes or clear tasks for engineering
Work with frontline and engineering teams on intake quality: what a good escalation looks like and how to give feedback
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 check AI-assisted ticket handling
Measure the effect of every change with data and report it clearly
Prepare and maintain documentation and playbooks for L1 and L2

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: you can map a flow, spot the weak step and change it without breaking the rest
Clear writing in English (B2): instructions, task descriptions, short reports
Ownership and autonomy: you drive a change to the end, including agreeing it with other teams
Production experience with Node.js / TypeScript or Go services, and Postgres
Jira administration, Jira Service Management or Assets
Understanding of ITIL processes
Google Cloud and BigQuery
Experience with LLM tools or agents in support: prompts, evaluation, guardrails
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