Service Desk Engineer - AI First

• We care about what you can demonstrably do, not how long you?ve done it.

Must have

• Strong troubleshooting instinct: you form hypotheses, gather evidence, and isolate root causes methodically.
• Real fluency with AI tools in technical work, not casual chatbot use. You know how to prompt effectively, iterate, and (critically) recognize when AI output is wrong or incomplete.
• Comfort in a terminal: navigating a CLI, reading and filtering logs (grep/jq/regex-level skills), working with JSON and APIs.
• Scripting ability in Python or Bash, enough to automate a repetitive investigation step.
• Customer empathy and composure under pressure.
• Strong communication skills in spoken and written English: you will join live troubleshooting calls with customers and turn an internal investigation into a crisp customer update or RCA.

Great to have

• Exposure to contact center/telephony concepts (SIP, IVR, call flows, CTI) or willingness to learn them fast.
• ServiceNow familiarity.
• Understanding of how LLMs work, prompting patterns, context windows, hallucination failure modes, and agentic tool use.
• Experience with observability tools (Grafana, CloudWatch, log aggregation) or SQL.