servicedesk engineer

Tabby provides flexible payment options that let shoppers split payments online and in-store with no interest or fees. More than 15 million users and over 40,000 brands and small businesses use its services. Tabby operates in the GCC region and generates over $10 billion in annual transaction volume for partner brands.

• Respond to alerts and incidents, triage them, assess impact, and escalate to the appropriate teams
• Coordinate incident resolution and keep stakeholders informed
• Participate in the on-call rotation
• Contribute to post-mortems and follow up on action items
• Handle requests from the support team and colleagues
• Investigate technical issues using logs, metrics, and SQL; identify bugs and create clear tasks for development teams
• Maintain runbooks and documentation for L1 and L2 teams
• Improve support and incident management processes
• Automate routine tasks and contribute to internal tools, including BackOffice and alerting
• Explore and implement AI tools and LLM-based solutions for request handling, incident triage, and documentation, such as auto-categorisation, summarisation, and knowledge-base assistants

• Experience in service desk, production support, or a similar operational role
• Hands-on incident management experience or a strong interest in it
• Ability to stay structured and communicate clearly during incidents
• Ownership, proactivity, and a high level of autonomy
• Experience with monitoring and logging tools such as Datadog, Grafana, and Kibana
• Experience writing simple SQL queries
• Experience working with Jira
• English at B2+ level for written communication and reading technical documentation
• This role may not suit candidates seeking a stable schedule without out-of-hours work, those who find frequent multitasking and context switching stressful, or those who prefer long, deep-focus tasks over a fast-paced operational environment
• Будет плюсом: experience implementing AI/LLM tools in support or operational processes, Google Cloud, Google Apps Script, Bash, Python, Go, ITIL processes, Jira administration

• Full-time B2B contract
• Up to 20% tax allowance
• 22 Paid leave days annually
• Additional compensation for on-call duty
• Stock options (ESOP)
• Flexible benefits for wellness, travel, or learning
• Real ownership and fast growth in incident and operations management
• Opportunity to experiment with AI and modern tooling