Technical Support Agent

undefined ago • 1 Years + • Customer Service

Job Summary

Job Description

Growe is seeking a Technical Support Agent to join their team in Warsaw, Europe. The role involves working closely with business and technical units, monitoring system performance using Grafana, and diagnosing incidents with OpenSearch/Elastic Search. Key responsibilities include recording incidents in JSM/Jira, managing support tickets, escalating issues, and drafting technical notifications. Candidates should have at least one year of experience in customer or technical support, upper-intermediate English proficiency, and strong Atlassian Jira skills. The ideal candidate will possess excellent communication, teamwork, and analytical problem-solving abilities.
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
  • Experience with Elastic Search
  • Experience with Grafana

Job Details

##### 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.

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About The Company

Here at GROWE, we operate boldly in the iGaming and Entertainment industries, uniting brands worldwide and gathering expertise from diverse markets.

Warsaw, Masovian Voivodeship, Poland (On-Site)

Warsaw, Masovian Voivodeship, Poland (On-Site)

Warsaw, Masovian Voivodeship, Poland (On-Site)

Warsaw, Masovian Voivodeship, Poland (On-Site)

Warsaw, Masovian Voivodeship, Poland (Remote)

Warsaw, Masovian Voivodeship, Poland (On-Site)

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