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