ServiceDesk Engineer

About the Role

Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 25 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 70,000 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 $18 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 $6,5 billion. ServiceDesk is the L1 layer between frontline support and engineering. Frontline agents escalate complex customer cases to us; we resolve them or route them to the right engineering team, and we own the whole path a ticket takes: from intake and classification to SLA, escalation and closure. We build our own tools for it: an in-house analytics platform, automations in CRM and Jira, and AI-assisted handling of tickets. You will help us make that path faster, clearer and easier to measure. Key Responsibilities: Own and improve the ticket flow between CRM and Jira: statuses, routing, escalation rules between L1, L2 and engineering teams; Keep ticket classification and SLA targets accurate (issue types, categories, responsible teams) and fix gaps in the data; Find where tickets get stuck, bounce back or breach SLA, and turn findings into process changes or clear tasks for engineering; Work with frontline and engineering teams on intake quality: what a good escalation looks like and how to give feedback; Automate routine steps in CRM procedures and Jira (automation rules, scripts); Contrib

Requirements & Qualifications

• Strong problem solving foundations, knowledge of modern engineering practices, and interest in technology systems.

Perks & Benefits

• Official mentor support
• verified hiring timeline
• and career progression.