ServiceDesk Engineer

[Employer] creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 25 million users choose [Employer] to stay in control of their spending and make the most out of their money.

The 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 [Employer] to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.

[Employer] 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.

[Employer] 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.

[Employer] 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.

Key Responsibilities:

• 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.

What you’ll bring:

• 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.

Nice to have:

• 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.

What we offer:

• 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

Originally posted on [Employer]

Timezone: UTC+0 to UTC+1.