ServiceDesk engineer in fintech

ServiceDesk 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.

• 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 (automation rules, scripts);
• Contribute to our internal tools and services (TypeScript / Node.js, Go): features, fixes and integrations, through merge requests and code review;
• Help roll out and check AI-assisted ticket handling: what it gets right, where it fails, what to change;
• Measure the effect of every change with data, and report it in a clear, short form;
• Prepare and maintain documentation and playbooks for L1 and L2.

• 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.
• Будет плюсом: 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

• 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