Lead Technical Support

Growe welcomes those who are excited to:

• Build the team from the ground up, including recruiting and training team members, defining roles, and develop the department’s structure;

• Serve as the point of contact for all platform-related incidents reported by internal departments, ensure timely resolution and proper escalation;

• Conduct initial investigations to diagnose issues, identify root causes, and determine which teams (engineering, DevOps, product, etc.) should be involved in resolving the problem;

• Design and implement incident response procedures, service-level agreements (SLAs), and escalation protocols to ensure efficient and effective incident handling;

• Liaise with technical and non-technical teams to ensure that all parties have a clear understanding of platform issues and resolution timelines;

• Develop and maintain monitoring systems and dashboards for tracking platform performance and incident metrics, providing regular reports to the CTO;

• Identify opportunities to optimize platform performance and user experience by analyzing incident trends, collaborating with other departments, and implementing proactive measures;

• Manage incidents, and expand the team’s capabilities to provide proactive technical support, training, and documentation to internal stakeholders.

We need your professional experience:

• Proven experience in technical operations, incident management, or a similar role within a tech environment;

• Experience in troubleshooting technical issues across different layers (applications, infrastructure, networking);

• Excellent communication and collaboration skills to work effectively across departments;

• Experience in building and leading technical teams;

• Familiarity with incident management frameworks such as ITIL is a plus;

• Strong understanding of SaaS platforms, cloud infrastructure (AWS, Azure, etc.), and microservices architecture;

• Ability to thrive in a fast-paced environment and manage multiple tasks simultaneously.

We appreciate if you have those personal features:

• Thoroughness, attention to detail;

• Strong communication skills;

• Analytical skills;

• Problem-solving skills;

• Self-organization and proactiveness.

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.