[Hiring] Service Desk Engineer @Tabby

Role Description

This is a hybrid role that combines hands-on operational support, process ownership and incident management. You'll be the link between support, engineering and business teams, making sure issues are identified, prioritised and resolved quickly.

Incident management is one of the core areas of the role. Tabby is a 24/7 payments business, so incidents are a natural part of the job. You'll be involved in handling them from first alert to post-mortem, and take part in an on-call rotation that occasionally includes out-of-hours alerts.

Key Responsibilities

• Incident management
  • Respond to alerts and incidents: triage, assess impact and escalate to the right teams;
  • Coordinate resolution and keep stakeholders informed;
  • Take part in the on-call rotation;
  • Contribute to post-mortems and follow up on action items.
• Operational support
  • Handle requests from the support team and colleagues;
  • Investigate technical issues using logs, metrics and SQL, identify bugs and create clear tasks for development teams;
  • Maintain runbooks and documentation for L1 and L2 teams.
• Process & tooling
  • Improve support and incident management processes;
  • Automate routine tasks and contribute to internal tools (BackOffice, alerting);
  • Explore and implement AI tools and LLM-based solutions to speed up request handling, incident triage and documentation (e.g. auto-categorisation, summarisation, knowledge-base assistants).

Qualifications

• Experience in service desk, production support or a similar operational role;
• Hands-on experience with incident management, or a strong interest in it;
• Ability to stay structured and communicate clearly when things break;
• Strong soft skills: ownership, proactivity, high level of autonomy;
• Experience with monitoring and logging tools (Datadog, Grafana, Kibana);
• Experience writing simple SQL queries;
• Experience working with Jira;
• English at a level sufficient for written communication and reading technical documentation (B2+).

Nice to Have

• Experience implementing AI / LLM tools in support or operational processes (chatbots, AI agents, workflow automation, prompt engineering);
• Experience with Google Cloud;
• Experience with Google Apps Script;
• Scripting skills (Bash, Python, Go);
• Understanding of ITIL processes;
• Jira administration experience.

This Role Might Not Be For You If

• You're looking for a stable schedule with no out-of-hours work;
• You find frequent multitasking and context switching stressful;
• You prefer long, deep-focus tasks over a fast-paced operational environment.

Benefits

• Full-time B2B contract;
• Fully remote setup, work from anywhere in Europe;
• Up to 20% tax allowance;
• 22 paid leave days annually;
• Additional compensation for on-call duty;
• Stock options (ESOP) in a fast-scaling, pre-IPO company;
• Flexi benefits you can use for wellness, travel, or learning;
• Real ownership and fast growth in incident and operations management;
• Room to experiment with AI and modern tooling to shape how our operations work;
• Work alongside a high-performing, international engineering team in a global fintech unicorn.