ServiceDesk Engineer
Core
L1 ServiceDesk Engineer bridging frontline support and engineering, owning the full ticket lifecycle from intake to closure, building internal tools, and automating processes.
Role type
Senior IC ServiceDesk Engineer (Support Operations)
Builds
In-house analytics platform, CRM/Jira automations, AI-assisted ticket handling tools
Domain
FinTech / Customer Support Operations
Required skills
Jira workflows and automation, SQL, TypeScript/JavaScript/Go/Python, Git, HTTP/REST APIs, process mapping, data analysis
Preferred skills
Node.js/TypeScript/Go production experience, Jira Service Management, ITIL, Google Cloud/BigQuery, LLM tools/agents
Technologies
Jira, CRM, TypeScript, Node.js, Go, Python, SQL, Datadog, Grafana, Kibana, Git, Google Cloud, BigQuery
Responsibilities
Own and improve ticket flow between CRM and Jira; Keep ticket classification and SLA targets accurate; Find bottlenecks and turn findings into process changes; Work with teams on intake quality; Automate routine steps in CRM and Jira; Contribute to internal tools via code review; Help roll out and evaluate AI-assisted ticket handling; Measure change effects with data; Maintain documentation and playbooks.
