Service Desk Engineer (Weekend)

About the role

As a Service Desk Engineer you will ensure the reliability and performance of client digital platforms, providing technical support during weekend night shifts. You will work within a Managed Services team, triaging tickets, diagnosing issues, and delivering exceptional service to enterprise customers.

Key responsibilities

• Triaging and owning tickets in Jira Service Management until resolution.
• Diagnosing, analyzing, and troubleshooting IT problems on e‑commerce platforms.
• Guiding client personnel and leading configuration conversations.
• Working with vendor platform support teams to resolve issues.
• Adhering to SLAs, escalating when necessary, and continuously improving processes.
• Communicating incident status to senior client stakeholders.
• Updating knowledge bases with newly discovered solutions.
• Maintaining accurate records of issue resolution and executing deliverables end‑to‑end.

Required profile

• 0‑2 years experience in technical support or IT service desk roles.
• Familiarity with e‑commerce concepts and terminology.
• Comfortable working a fixed weekend night schedule (2 nights per week, 12‑hour shifts).
• Proactive, inquisitive self‑learner with strong problem‑solving mindset.
• Excellent written and spoken English communication skills.

Required skills

• Jira Service Management (or similar ticketing tool).
• Observability tools such as Grafana, Datadog or Azure.
• Knowledge of modern SaaS e‑commerce platforms (BigCommerce, Commercetools).

What we offer

• Agentic Delivery – work on international brand engagements.
• Inclusive and safe work environment.
• AI & Strategic Upskilling – generous training budgets and mentorship.
• Generous vacation policy for work‑life balance.
• Flexible work arrangements – remote or hybrid options.