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Tabby is a fintech company reshaping how people shop, earn, and save through flexible payment solutions. With over 15 million users and $10 billion in annual transaction volume, Tabby is the largest and fastest-growing fintech in the GCC region, valued at $6.5 billion.
You will serve as a bridge between support, engineering, and business teams in a hybrid operational role based in Tbilisi. This position combines hands-on technical support, incident management, and process ownership in a 24/7 payments environment.
Key responsibilities include:
**Incident Management:** Respond to alerts and incidents by triaging, assessing impact, and escalating to appropriate teams. Coordinate resolution efforts, maintain stakeholder communication, 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).
You should thrive in a fast-paced, interrupt-driven environment with frequent context switching. Strong communication and ownership are essential, particularly when managing incidents across multiple stakeholder groups.
**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, high autonomy
- Experience with monitoring and 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 processes (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
