Help Desk Engineer, Tabby

• Experience working with Jira at an administrator level
• Experience with monitoring and logging systems (Datadog, Grafana, Kibana)
• Experience in setting up service monitoring and implementing performance metrics
• Participation in incident management and conducting post-mortems
• Familiarity with tools for automating administrative tasks
• English proficiency at or above B1 level
• Understanding of software development principles and fundamentals
• Ability to write simple SQL queries
• Process management skills, teamwork, proactivity
• Ability to work effectively under high pressure and prioritize tasks
• Experience collaborating with development teams and understanding product processes

Desirable

• Reporting To: Sergey Rostovskiy
• Handle requests from technical support and colleagues (initial problem analysis)
• Standardize solutions, prepare, and update instructions for L1 and L2 levels
• Analyze existing technical issues and assign tasks to engineers for resolution
• Automate routine tasks
• Set up monitoring for services and ensure their continuous operation
• Participate in incident management following established processes, including conducting post-mortems
• Collaborate with product managers to identify and address the root causes of recurring issues
• Assist in developing and maintaining an internal knowledge base, ensuring access to up-to-date instructions
• Work on improving ticket processing workflows and implementing best practices
• Maintain transparency in ticket management using dashboards and prioritization systems
• Five-day work week (5/2)