About this role
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.