{"id":3965479,"url":"https://alion.io/job/tabby-servicedesk-engineer-5","title":"ServiceDesk Engineer","company":{"id":255,"name":"Tabby","domain":"tabby.ai","url":"https://alion.io/company/tabby","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"unspecified","remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["Belgrade, Serbia"],"countries":["RS"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Datadog","optional":false},{"name":"Git","optional":false},{"name":"Grafana","optional":false},{"name":"JavaScript","optional":false},{"name":"Jira","optional":false},{"name":"Kibana","optional":false},{"name":"Node JS","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"Service Desk","optional":false},{"name":"SQL","optional":false},{"name":"TypeScript","optional":false},{"name":"GCP","optional":true},{"name":"Google BigQuery","optional":true},{"name":"ITIL","optional":true},{"name":"LLM Guardrails","optional":true},{"name":"PostgreSQL","optional":true}],"status":"live","first_seen_at":"2026-11-08T13:53:22Z","employer_posted_date":"2026-11-08","last_verified_at":"2026-11-09T18:57:58Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 25 million users choose Tabby to stay in control of their spending and make the most out of their money.\nThe company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 70,000 global brands and small businesses, including Amazon, Noon, IKEA, and SHEIN use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.\nTabby generates over $18 billion in annual transaction volume for its partner brands and is the highest-rated, most-reviewed, largest, and fastest-growing FinTech in the GCC region.\nTabby launched in 2019 and has since raised +$1 billion in equity and debt funding from global and regional investors, and is now valued at $6,5 billion.\nServiceDesk is the L1 layer between frontline support and engineering. Frontline agents escalate complex customer cases to us; we resolve them or route them to the right engineering team, and we own the whole path a ticket takes: from intake and classification to SLA, escalation and closure. We build our own tools for it: an in-house analytics platform, automations in CRM and Jira, and AI-assisted handling of tickets. You will help us make that path faster, clearer and easier to measure.\nKey Responsibilities:\nOwn and improve the ticket flow between CRM and Jira: statuses, routing, escalation rules between L1, L2 and engineering teams;\nKeep ticket classification and SLA targets accurate (issue types, categories, responsible teams) and fix gaps in the data;\nFind where tickets get stuck, bounce back or breach SLA, and turn findings into process changes or clear tasks for engineering;\nWork with frontline and engineering teams on intake quality: what a good escalation looks like and how to give feedback;\nAutomate routine steps in CRM procedures and Jira (automation rules, scripts);\nContribute to our internal tools and services (TypeScript / Node.js, Go): features, fixes and integrations, through merge requests and code review;\nHelp roll out and check AI-assisted ticket handling: what it gets right, where it fails, what to change;\nMeasure the effect of every change with data, and report it in a clear, short form;\nPrepare and maintain documentation and playbooks for L1 and L2.\nWhat you’ll bring:\n2+ years in technical support, support operations or a similar role with tiered support (L1/L2/L3) and SLAs;\nSolid experience with Jira: workflows, JQL, automation rules, dashboards;\nExperience with a CRM or helpdesk system (ticket lifecycle, queues, routing);\nSQL for your own analysis: joins, aggregations, working with large tables;\nWorking with logs and monitoring tools to investigate issues (Datadog, Grafana, Kibana);\nHands-on coding in at least one of: TypeScript / JavaScript, Go, Python (Google Apps Script counts for automation);\nWorking with Git, merge requests and code review;\nUnderstanding of HTTP, REST APIs and webhooks;\nProcess thinking: you can map a flow, spot the weak step and change it without breaking the rest;\nClear writing in English (B2): instructions, task descriptions, short reports;\nOwnership and autonomy: you drive a change to the end, including agreeing it with other teams.\n Nice to have:\nProduction experience with Node.js / TypeScript or Go services, and Postgres;\nJira administration, Jira Service Management or Assets;\nUnderstanding of ITIL processes;\nGoogle Cloud and BigQuery;\nExperience with LLM tools or agents in support: prompts, evaluation, guardrails;\nExperience at a fintech company and/or a startup.\nWhat we offer:\nFull-time B2B contract\nFully remote setup\nUp to 20% tax allowance\n22 paid leave days annually\nStock options (ESOP) in a fast-scaling, pre-IPO company\nFlexi benefits you can use for wellness, travel, or learning\nWork alongside a high-performing, international engineering team in a global fintech 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