ServiceDesk Engineer

AI in this role

prompt-engineeringai-agents

Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 15 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 40,000 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 $10 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.

About the role:This is a hybrid role that combines hands-on operational support, process ownership and incident management. You'll be the link between support, engineering and business teams, making sure issues are identified, prioritised and resolved quickly.

Incident management is one of the core areas of the role. Tabby is a 24/7 payments business, so incidents are a natural part of the job. You'll be involved in handling them from first alert to post-mortem, and take part in an on-call rotation that occasionally includes out-of-hours alerts.

Key responsibilities:

Incident management

Respond to alerts and incidents: triage, assess impact and escalate to the right teams;
Coordinate resolution and keep stakeholders informed;
Take part in the on-call rotation;
Contribute to post-mortems and follow up on action items.

Operational support

Handle requests from the support team and colleagues;
Investigate technical issues using logs, metrics and SQL, identify bugs and create clear tasks for development teams;
Maintain runbooks and documentation for L1 and L2 teams.

Process & tooling

Improve support and incident management processes;
Automate routine tasks and contribute to internal tools (BackOffice, alerting);
Explore and implement AI tools and LLM-based solutions to speed up request handling, incident triage and documentation (e.g. auto-categorisation, summarisation, knowledge-base assistants).

What You'll Bring:

Experience in service desk, production support or a similar operational role;
Hands-on experience with incident management, or a strong interest in it;
Ability to stay structured and communicate clearly when things break;
Strong soft skills: ownership, proactivity, high level of autonomy;
Experience with monitoring and logging tools (Datadog, Grafana, Kibana);
Experience writing simple SQL queries;
Experience working with Jira;
English at a level sufficient for written communication and reading technical documentation (B2+).

Nice to have:

Experience implementing AI / LLM tools in support or operational processes (chatbots, AI agents, workflow automation, prompt engineering);
Experience with Google Cloud;
Experience with Google Apps Script;
Scripting skills (Bash, Python, Go);
Understanding of ITIL processes;
Jira administration experience.

This role might not be for you if:

You're looking for a stable schedule with no out-of-hours work;
You find frequent multitasking and context switching stressful;
You prefer long, deep-focus tasks over a fast-paced operational environment.

How we rate this

ServiceDesk Engineer at Tabby rates 32 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Open the description and count.

Prepare for this job

A free preview built only from this posting: what it asks for, what you could be asked in an interview, and how to adjust your resume.

Skills and AI tools this role asks for

Prompt EngineeringAI Agents

Questions you could be asked

How do you structure and test a prompt to get consistent output from a language model?
How do you decide when an AI agent can act on its own versus asking for approval first?

Adapt your resume

List these exact terms on your resume: Prompt Engineering and AI Agents. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them — a tool named with nothing behind it rarely survives a human read.

Want an expert to read your CV for this job?

Free. Send your CV and the role you want next. We reply by email within 2 to 4 business days.

Get a free CV review