ServiceDesk Engineer
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Job Summary
Owning and improving the ticket flow between CRM and Jira, the full-time remote ServiceDesk Engineer will manage ticket classification, SLA targets, and automate routine processes while collaborating with frontline and engineering teams to enhance support operations.
Key responsibilities:
- Own and enhance the ticket flow between CRM and Jira, including statuses and escalation rules
- Ensure accurate ticket classification and SLA targets, addressing any data gaps
- Automate routine steps in CRM procedures and Jira, contributing to internal tools and services
Required qualifications:
- 2+ years in technical support or support operations with tiered support experience
- Solid experience with Jira, including workflows, automation rules, and dashboards
- Proficiency in SQL for data analysis and working with large tables
- Hands-on coding experience in TypeScript, JavaScript, Go, or Python
- Understanding of HTTP, REST APIs, and webhooks
Complete Job Description
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