Engineer

• 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

Explore Service Desk Engineer at Tabby. Review requirements and application details.