ServiceDesk Engineer L1📣 Job Ad

About the Role

Tabby is a leading FinTech company focused on transforming how people shop, earn, and save, empowering over 15 million users. The company partners with over 40,000 global brands and small businesses to offer flexible payment solutions, facilitating over $10 billion in annual transaction volume. As a ServiceDesk Engineer L1 at Tabby, you will play a key role in ensuring the efficient operation of internal systems by providing essential support and contributing to the continuous improvement of the technical infrastructure. This position is integral to maintaining high service levels for internal teams and supporting the development of innovative FinTech solutions.

Key Responsibilities

• Handle incoming requests from the support team and colleagues, performing basic problem analysis to identify and address issues.
• Identify and report software bugs to the relevant development teams for resolution.
• Standardize solutions and prepare or update documentation for both L1 and L2 support teams to enhance knowledge sharing and efficiency.
• Analyze technical issues, creating detailed development tasks for their effective resolution.
• Contribute to the development and improvement of internal tools and processes, focusing on automation and BackOffice enhancements.
• Automate routine tasks to improve operational efficiency and free up team resources.

Qualifications and Requirements

• Experience working with Jira for ticket management and issue tracking.
• Demonstrated strong soft skills, including ownership and facilitation of ticket handling and resolution processes, proactivity, and a high level of autonomy.
• Experience with monitoring and logging tools such as Datadog, Grafana, and Kibana.
• Practical knowledge and application of administrative automation tools.
• English language proficiency at a B2 level, sufficient for written communication and reading technical documentation.
• A solid understanding of software development principles.
• Experience writing simple SQL queries.

Additional Skills

• Proficiency in Jira.
• Experience with monitoring and logging tools including Datadog, Grafana, and Kibana.
• Ability to write SQL queries.
• Strong ownership and facilitation skills for ticket handling and resolution processes.
• Proactive approach and a high level of autonomy.
• Familiarity with Google Cloud.
• Experience with Google Apps Script.
• Scripting skills in Bash, Python, or Go.
• Understanding of ITIL processes.
• Basic knowledge of FinTech.
• Jira administration experience.
• Experience working in a startup environment.

Work Details

This is a full-time position. The role requires 5-10 years of experience. The position is based in Riyadh, Saudi Arabia.