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Tabby is a fintech platform that enables flexible payment solutions for shoppers and merchants across the GCC region and globally. With over 15 million users and $10 billion in annual transaction volume, Tabby is a high-growth, well-funded company ($6.5B valuation, $1B+ raised) operating a 24/7 payments business.
You will serve as a bridge between support, engineering, and business teams in a hybrid operational role combining hands-on support, process ownership, and incident management.
**Key Responsibilities:**
Incident Management: Respond to alerts and incidents by triaging, assessing impact, and escalating to appropriate teams. Coordinate resolution efforts, keep stakeholders informed, participate in on-call rotation (including occasional out-of-hours alerts), and contribute to post-mortems with follow-up action items.
Operational Support: Handle requests from support teams and colleagues. Investigate technical issues using logs, metrics, and SQL queries to identify bugs and create clear development tasks. Maintain runbooks and documentation for L1 and L2 support teams.
Process & Tooling: Improve support and incident management processes. Automate routine tasks and contribute to internal tools (BackOffice, alerting systems). Explore and implement AI/LLM-based solutions to accelerate request handling, incident triage, and documentation (auto-categorization, summarization, knowledge-base assistants).
This role requires comfort with a fast-paced, interrupt-driven environment, strong communication during incidents, and the ability to work autonomously with high ownership.
**Requirements:**
- Experience in service desk, production support, or similar operational role
- Hands-on incident management experience or strong demonstrated interest
- Ability to remain structured and communicate clearly under pressure
- Strong soft skills: ownership, proactivity, autonomy
- Experience with monitoring/logging tools (Datadog, Grafana, Kibana)
- Ability to write simple SQL queries
- Jira experience
- English proficiency sufficient for written communication and technical documentation (B2+ level)
**Nice to Have:**
- Experience implementing AI/LLM tools in support or operational workflows (chatbots, AI agents, workflow automation, prompt engineering)
- Google Cloud experience
- Google Apps Script experience
- Scripting skills (Bash, Python, Go)
- ITIL process knowledge
- Jira administration experience
