Help Desk Engineer

Department: Help Desk

Employment Type: Full Time

Location: Remote

Reporting To: Sergey Rostovskiy

Description

Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 5,000,000 active users choose Tabby to stay in control of their spending and make the most out of their money.Over 30,000 global brands and small businesses, including H&M, Adidas, IKEA, SHEIN, noon, and Bloomingdale’s, use Tabby’s technology to accelerate growth and gain loyal customers by offering flexible payments online and in stores. Tabby is active in Saudi Arabia, UAE, Egypt and Kuwait and backed by leading investors, including Sequoia Capital India, STV, PayPal Ventures, Mubadala Investment Capital, Arbor Ventures and others.

Key Responsibilities

• Handle requests from technical support and colleagues (initial problem analysis).
• Standardize solutions, prepare, and update instructions for L1 and L2 levels.
• Analyze existing technical issues and assign tasks to engineers for resolution.
• Automate routine tasks.
• Set up monitoring for services and ensure their continuous operation.
• Participate in incident management following established processes, including conducting post-mortems.
• Collaborate with product managers to identify and address the root causes of recurring issues.
• Assist in developing and maintaining an internal knowledge base, ensuring access to up-to-date instructions.
• Work on improving ticket processing workflows and implementing best practices.
• Maintain transparency in ticket management using dashboards and prioritization systems.

Work Schedule:
Five-day work week (5/2).

Skills, Knowledge & Expertise

• Experience working with Jira at an administrator level.
• Experience with monitoring and logging systems (Datadog, Grafana, Kibana).
• Experience in setting up service monitoring and implementing performance metrics.
• Participation in incident management and conducting post-mortems.
• Familiarity with tools for automating administrative tasks.
• English proficiency at or above B1 level.
• Understanding of software development principles and fundamentals.
• Ability to write simple SQL queries.
• Process management skills, teamwork, proactivity.
• Ability to work effectively under high pressure and prioritize tasks.
• Experience collaborating with development teams and understanding product processes.

Preferred Qualifications:

• Experience working with Google Cloud Platform.
• Scripting skills in Bash, Python, or Golang.
• Experience in a fintech company or startup.
• Experience in developing and optimizing internal support processes.
• Basic knowledge of SLO/SLA/SLI and experience in creating these metrics.

Job Benefits

Relocation

We offer remote work from anywhere in the world and are happy to work out an individual relocation plan for you.

Our employees have the opportunity to choose a country for registration: at the moment those are Armenia/Georgia/Serbia/Portugal/Spain.

We will help you open a legal entity and a bank account. We work according to service agreements (B2B contracts). In Armenia and Georgia, the taxes are compensated by Tabby. In other countries we provide partial compensation of taxes.

For our employees we cover the following:

• Flight to one of the mentioned countries.
• Accommodation during the paperwork completion period.
• Opening a bank account and getting a residence permit in one of the mentioned countries.
• Family relocation (dependants).

New employees can also choose an alternative method of relocation to another country of their choice. In this case, Tabby will reimburse up to $5,000 of verified costs upon opening a legal entity and a bank account.