Service Desk Engineer
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Job Summary
Owning and improving the ticket flow between CRM and Jira, the full-time Service Desk Engineer will manage ticket classification and SLA targets while automating routine processes and collaborating with frontline and engineering teams in a fully remote environment.
Key responsibilities:
- Enhance ticket flow management between CRM and Jira, including statuses and escalation rules
- Ensure accuracy of ticket classification and SLA targets, addressing data gaps
- Automate routine steps in CRM and Jira and contribute to internal tools and services development
Required qualifications:
- 2+ years in technical support or support operations with experience in tiered support (L1/L2/L3) and SLAs
- Solid experience with Jira, including workflows, automation rules, and dashboards
- 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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