ServiceDesk Engineer (Remote / Tbilisi)

About the role

Tabby is a fintech company behind a payment-splitting service used by over 25 million users and 70,000 brands. Its ServiceDesk is the L1 layer between frontline support and engineering: it resolves escalated customer cases or routes them to the right engineering team, owning the ticket path from intake and classification to SLA, escalation and closure. The role is remote, based in Tbilisi, and reports to Roman Zhuravlev.

Key responsibilities

• Own and improve the ticket flow between CRM and Jira: statuses, routing and escalation rules between L1, L2 and engineering teams.
• Keep ticket classification and SLA targets accurate and fix gaps in the data.
• Find where tickets get stuck or breach SLA and turn findings into process changes or tasks for engineering.
• Work with frontline and engineering teams on intake quality and escalation feedback.
• Automate routine steps in CRM and Jira (automation rules, scripts).
• Contribute to internal tools and services (TypeScript / Node.js, Go) via merge requests and code review.
• Help roll out and evaluate AI-assisted ticket handling.
• Measure the effect of each change with data and report it clearly.
• Prepare and maintain documentation and playbooks for L1 and L2.

Required profile

• 2+ years in technical support, support operations or a similar role with tiered support (L1/L2/L3) and SLAs.
• Clear writing in English (B2) and ownership: driving a change to the end with other teams.
• Nice to have: fintech or startup experience, production experience with Node.js / TypeScript or Go services and Postgres, ITIL understanding, Google Cloud and BigQuery, and LLM tools in support.

Required skills

• Solid Jira experience: workflows, JQL, automation rules, dashboards.
• CRM or helpdesk system (ticket lifecycle, queues, routing).
• SQL for analysis (joins, aggregations, large tables).
• Logs and monitoring tools such as Datadog, Grafana and Kibana.
• Coding in at least one of TypeScript / JavaScript, Go or Python (Google Apps Script counts for automation).
• Git, merge requests and code review; HTTP, REST APIs and webhooks.

What we offer

• Full-time B2B contract, fully remote setup.
• Up to 20% tax allowance and 22 paid leave days per year.
• Stock options (ESOP) in a fast-scaling pre-IPO company.
• Flexi benefits for wellness, travel or learning.