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.