Tabby

Sharia-compliant BNPL payments for retailers

Servicedesk Engineer

IT Service Desk & End User SupportPosted on Nov 9

Full-timeNo salary listed

About the Job

Requirements

At least 2 years of experience in technical support, support operations, or a similar role involving tiered support (L1/L2/L3) and service-level agreements.
Solid experience with Jira workflows, JQL, automation rules, and dashboards.
Experience with a CRM or helpdesk system, including ticket lifecycle, queues, and routing.
Ability to use SQL for analysis, including joins, aggregations, and working with large tables.
Experience working with logs and monitoring tools such as Datadog, Grafana, or Kibana to investigate issues.
Hands-on coding experience in at least one of TypeScript, JavaScript, Go, or Python; Google Apps Script counts for automation.
Experience working with Git, merge requests, and code review.
Understanding of HTTP, REST APIs, and webhooks.
Ability to map processes, identify weak steps, and make changes without disrupting related processes.
English writing ability at B2 level for instructions, task descriptions, and short reports.
Ability to own changes through completion, including alignment with other teams.

Responsibilities

Own and improve ticket flow between CRM and Jira, including statuses, routing, and escalation rules between L1, L2, and engineering teams.
Maintain accurate ticket classification and SLA targets, including issue types, categories, and responsible teams, and correct data gaps.
Identify where tickets become stuck, bounce back, or breach SLA, and turn findings into process changes or clear tasks for engineering.
Work with frontline and engineering teams to improve intake quality, define effective escalations, and provide feedback.
Automate routine steps in CRM procedures and Jira using automation rules and scripts.
Contribute features, fixes, and integrations to internal tools and services using TypeScript/Node.js and Go, through merge requests and code review.
Help roll out and evaluate AI-assisted ticket handling, identify what works and fails, and recommend changes.
Measure the effect of changes using data and report results clearly and concisely.
Prepare and maintain documentation and playbooks for L1 and L2.

Desired Qualifications

Production experience with Node.js/TypeScript or Go services and Postgres.
Jira administration, Jira Service Management, or Assets experience.
Understanding of ITIL processes.
Experience with Google Cloud and BigQuery.
Experience with LLM tools or agents in support, including prompts, evaluation, and guardrails.
Experience at a fintech company or startup.

Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 25 million users choose Tabby to stay in control of their spending and make the most out of their money.

The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 70,000 global brands and small businesses, including Amazon, Noon, IKEA, and SHEIN use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.

Tabby generates over $18 billion in annual transaction volume for its partner brands and is the highest-rated, most-reviewed, largest, and fastest-growing FinTech in the GCC region.

Tabby launched in 2019 and has since raised +$1 billion in equity and debt funding from global and regional investors, and is now valued at $6,5 billion.

ServiceDesk is the L1 layer between frontline support and engineering. Frontline agents escalate complex customer cases to us; we resolve them or route them to the right engineering team, and we own the whole path a ticket takes: from intake and classification to SLA, escalation and closure. We build our own tools for it: an in-house analytics platform, automations in CRM and Jira, and AI-assisted handling of tickets. You will help us make that path faster, clearer and easier to measure.

Own and improve the ticket flow between CRM and Jira: statuses, routing, escalation rules between L1, L2 and engineering teams;
Keep ticket classification and SLA targets accurate (issue types, categories, responsible teams) and fix gaps in the data;
Find where tickets get stuck, bounce back or breach SLA, and turn findings into process changes or clear tasks for engineering;
Work with frontline and engineering teams on intake quality: what a good escalation looks like and how to give feedback;
Automate routine steps in CRM procedures and Jira (automation rules, scripts);
Contribute to our internal tools and services (TypeScript / Node.js, Go): features, fixes and integrations, through merge requests and code review;
Help roll out and check AI-assisted ticket handling: what it gets right, where it fails, what to change;
Measure the effect of every change with data, and report it in a clear, short form;
Prepare and maintain documentation and playbooks for L1 and L2.

2+ years in technical support, support operations or a similar role with tiered support (L1/L2/L3) and SLAs;
Solid experience with Jira: workflows, JQL, automation rules, dashboards;
Experience with a CRM or helpdesk system (ticket lifecycle, queues, routing);
SQL for your own analysis: joins, aggregations, working with large tables;
Working with logs and monitoring tools to investigate issues (Datadog, Grafana, Kibana);
Hands-on coding in at least one of: TypeScript / JavaScript, Go, Python (Google Apps Script counts for automation);
Working with Git, merge requests and code review;
Understanding of HTTP, REST APIs and webhooks;
Process thinking: you can map a flow, spot the weak step and change it without breaking the rest;
Clear writing in English (B2): instructions, task descriptions, short reports;
Ownership and autonomy: you drive a change to the end, including agreeing it with other teams.

Nice to have:

Production experience with Node.js / TypeScript or Go services, and Postgres;
Jira administration, Jira Service Management or Assets;
Understanding of ITIL processes;
Google Cloud and BigQuery;
Experience with LLM tools or agents in support: prompts, evaluation, guardrails;
Experience at a fintech company and/or a startup.

About the Company

Tabby

Sharia-compliant BNPL payments for retailers

Tabby provides a buy now, pay later (BNPL) service that lets customers split purchases into four equal, interest-free payments. The service works through partnerships with retailers: at checkout, Tabby pays the retailer in full upfront, while the customer repays Tabby in four installments. In addition to BNPL, Tabby offers Tabby Shop, a platform to discover and track products from many brands with deals and coupons, and Tabby Card, a Visa-backed payment card that enables Pay in 4 anywhere Visa is accepted. The company’s offering is Shariah-compliant, avoiding interest charges. This positions Tabby to appeal to markets with significant Muslim populations. The main goal is to make consumer finance more flexible for shoppers while helping retailers increase sales and expanding the ecosystem with Shop and Card features.

Company size: 1,001-5,000
Company stage: Series F
Total funding: $1.9B
Headquarters: Riyadh, Saudi Arabia
Founded: 2019

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