Service Desk Engineer
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Job Summary
To enhance the efficiency of ticket management, the full-time remote Service Desk Engineer will own and improve the ticket flow between CRM and Jira, ensure accurate ticket classification and SLA targets, and automate routine processes while collaborating with frontline and engineering teams.
Key Responsibilities:
- Own and improve the ticket flow between CRM and Jira, including statuses and escalation rules
- Keep ticket classification and SLA targets accurate and address data gaps
- Automate routine steps in CRM procedures and Jira, contributing to internal tools and services
Required Qualifications:
- 2+ years in technical support or similar role with tiered support (L1/L2/L3) and SLAs
- Solid experience with Jira, including workflows, automation rules, and dashboards
- Experience with a CRM or helpdesk system, understanding ticket lifecycle and routing
- Hands-on coding experience in TypeScript, JavaScript, Go, or Python
- SQL proficiency for data analysis and experience with logs and monitoring tools
Complete Job Description
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