Tuum seeks an experienced Service Desk Engineer for their Implementation team to manage customer incidents and support requests from banking and fintech clients. The role involves administration, monitoring, and resolution of technical issues while maintaining service level agreements. **Key Responsibilities:** - Handle 2nd and 3rd-level incident support and administration - Monitor systems and processes to ensure timely responses within SLA parameters - Respond to and resolve reported incidents from customers - Collaborate with Product and DevOps teams on environment health - Document actions in incident management systems and communicate resolutions **Requirements:** - Minimum 1 year service/help desk experience - Understanding of software development and system monitoring - API working knowledge - SQL and database fundamentals - Strong English communication and professional writing skills - Customer service orientation and problem prioritization abilities - Banking/payments/lending experience preferred **Benefits:** - Competitive salary with stock options - Private health insurance or wellness compensation - 4-day work weeks during summer months (June-August) - Professional growth opportunities - Collaborative team environment **Employment Type:** Full-time, Hybrid (3 days/week in office)