Service Desk Engineer L2

The company Tabby is a leading fintech in the GCC region, providing flexible payment solutions and has a rapidly growing user base and partner network. The role involves troubleshooting, system analysis, and automation to support their technical infrastructure.

Location: Remote (Europe)

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 monitoring, alerting, and response processes.

Requirements

• 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.

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