Service Desk Engineer

• Respond to alerts and incidents by triaging, assessing impact, and escalating to the right teams
• Coordinate incident resolution and keep stakeholders informed
• Participate in the on-call rotation, including occasional out-of-hours alerts
• Contribute to post-mortems and follow up on action items
• Handle requests from the support team and colleagues
• Investigate technical issues using logs, metrics, and SQL; identify bugs and create clear development tasks
• Maintain runbooks and documentation for L1 and L2 teams
• Improve support and incident management processes
• Automate routine tasks and contribute to internal tools such as BackOffice and alerting
• Explore and implement AI tools and LLM-based solutions for request handling, incident triage, and documentation

• 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
• Nice to have: Experience with Google Cloud
• Nice to have: Experience with Google Apps Script
• Nice to have: Scripting skills (Bash, Python, Go)
• Nice to have: Understanding of ITIL processes
• Nice to have: Jira administration experience

• 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