Technical Support Agent

Growe is seeking a Technical Support Agent to join their team. The role involves working closely with business and technical teams, monitoring system performance using Grafana, diagnosing incidents with OpenSearch/Elastic Search, and managing support tickets in JSM/Jira. Candidates should have at least 1 year of experience in customer or technical support, upper-intermediate English proficiency, and strong communication and problem-solving skills.

Must Have

• 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.
• Leverage OpenSearch/Elastic Search for diagnosing and conducting root cause analysis of incidents.
• 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.
• 1+ years of experience in customer support/technical support.
• English proficiency from Upper-Intermediate level.
• Proficiency in Atlassian Jira (ticket management).

Good to Have

• Experience as a QA.
• Experience with OpenSearch/Elastic Search and Grafana.
• Excellent verbal and written communication skills.
• Teamwork skills with the ability to work independently within the area of responsibility.
• Analytical thinking and a proactive approach to problem-solving.

##### 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;
• Leverage OpenSearch/Elastic Search for diagnosing and conducting root cause analysis of incidents;
• 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.

##### We need your professional experience:

• 1 + years of experience in customer support/technical support;
• English proficiency from Upper-Intermediate level;
• Experience as a QA will be beneficial;
• Experience with OpenSearch/Elastic Search and Grafana - will be a plus;
• Proficiency in Atlassian Jira (ticket management).

##### We appreciate if you have those personal features:

• Excellent verbal and written communication skills;
• Teamwork skills with the ability to work independently within the area of responsibility;
• Analytical thinking and a proactive approach to problem-solving.

##### 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.