Service Desk Engineer
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Job Summary
To enhance ticket management processes, the full-time remote Service Desk Engineer will own and improve the flow between CRM and Jira, ensuring accurate ticket classification and SLA targets while collaborating with engineering teams on automation and process optimization.
Key Responsibilities:
- Own and improve the ticket flow between CRM and Jira, including statuses and escalation rules
- Maintain accurate ticket classification and SLA targets, addressing data gaps
- Automate routine steps in CRM and Jira, contributing to internal tools and services through coding and documentation
Required Qualifications:
- 2+ years in technical support or support operations with tiered support experience
- Solid experience with Jira, including workflows and automation rules
- Proficiency in SQL for data analysis and experience with monitoring tools
- Hands-on coding experience in TypeScript, JavaScript, Go, or Python
- Understanding of HTTP, REST APIs, and webhooks
Complete Job Description
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