Technical Support Agent

Growe welcomes those who are excited to:

• Work closely with business units and technical teams to clarify requests and track task progress;

• Monitor Grafana boards to assess system performance and detect potential issues;

• Record incidents in JSM/Jira in compliance with established workflows;

• Handle support tickets, ensuring they are updated regularly and resolved promptly;

• Escalate incidents when required, adhering to internal protocols;

• Draft and deliver notifications about scheduled or unscheduled technical activities;

• Collect detailed technical information using the available tools for further escalation of issues to the appropriate development team. 

We need your professional experience:

• 6–12 months of experience in Technical Support or L1 Support;

• English proficiency at B1+/B2 level or higher for written communication and working with technical documentation;

• Understanding of client-server architecture, HTTP, REST API, request/response, and HTTP status codes;

• Ability to use browser DevTools (Network, Console);

• Experience with any ticketing system (Jira, Zendesk, Freshdesk, etc.);

• Ability to independently reproduce issues and clearly document them for developers: steps to reproduce, expected and actual results, timestamps, IDs, screenshots/videos.  

We appreciate if you have those personal features:

• Analytical thinking: looking beyond the reported symptoms to identify the root cause of an issue;

• Attention to detail when working with statuses, IDs, logs, transactions, etc;

• Ownership: taking responsibility for cases until resolution and following up on escalated issues;

• Proactivity: checking documentation, previous cases, and available systems before escalation;

• Ability to prioritize multiple cases simultaneously, considering SLAs and business impact;

• Willingness to learn and quickly understand new products, systems, and processes. 

We are seeking those who align with our core values:

• GROWE TOGETHER: Our team is our main asset. We work together and support each other to achieve our common goals;

• DRIVE RESULT OVER PROCESS: We set ambitious, clear, measurable goals in line with our strategy and driving Growe to success;

• BE READY FOR CHANGE: We see challenges as opportunities to grow and evolve. We adapt today to win tomorrow.