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AI Summary
The ServiceDesk Engineer L2 will troubleshoot complex technical issues, perform root cause analysis, and manage product bugs in collaboration with engineering teams. They are also responsible for automating routine tasks, maintaining documentation, and participating in on-call incident management.
ServiceDesk Engineer L2
Department: Service Desk
Employment Type: Full Time
Location: Remote/Armenia
Reporting To: Alexandr Chernov
Description
Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 15 million users choose Tabby 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 40,000 global brands and small businesses, including Amazon, Noon, IKEA, and SHEIN use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.
Tabby generates over $10 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.
Tabby launched in 2019 and has since raised +$1 billion in equity and debt funding from global and regional investors, and is now valued at $4.5 billion.
Key Responsibilities
- Handle and troubleshoot requests from tech support and internal teams, including root cause analysis of complex issues (HTTP flows, API errors, web integrations, browser/client-side errors, performance problems).
- Standardize solutions, prepare and maintain clear instructions and playbooks for L1 and L2 engineers.
- Investigate product bugs and customer-facing errors, participate in their resolution together with Product and Engineering teams.
- Proactively analyze logs to identify root causes, performance bottlenecks, and unusual patterns.
- Analyze existing problems in production systems and set well-defined tasks for Engineers to fix them.
- Automate routine and repetitive tasks to improve team efficiency.
- Take part in on-call duties for incidents and help improve our monitoring, alerting, and response processes.
Skills, Knowledge & Expertise
- Strong troubleshooting and problem-solving skills.
- Experience with Jira at the administrator level.
- Ability to work with logs and monitoring tools to investigate product and system issues(Datadog, Grafana, Kibana).
- Knowledge and use of tools to automate administrative tasks.
- English B1 or higher.
- Understanding of software development principles and fundamentals.
- Experience writing simple SQL queries.
- Process management skills, ability to work in a team, proactivity.
Nice to have:
- Experience with Google Cloud.
- Experience writing scripts in Bash, Python, Golang.
- Hands-on experience in incident management (SEV process, on-call duties).
- Experience at a fintech company.
- Experience at a startup.
Job Benefits
- Full-time B2B contract
- Fully remote setup, work from anywhere in Europe
- 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
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