Technical Support Agent

10 Hours ago • All levels

Job Summary

Job Description

This Technical Support Agent role involves close collaboration with business and technical teams to clarify requests and track progress, monitoring Grafana boards, leveraging OpenSearch/Elastic Search for incident analysis, managing support tickets in JSM/Jira, and escalating incidents when necessary. The role includes drafting notifications about technical activities. The ideal candidate should possess strong communication and teamwork skills, demonstrating analytical thinking and a proactive approach to problem-solving. The candidate should also align with the company's core values: Growe Together, Drive Result Over Process, and Be Ready For Change.
Must have:
  • Experience with OpenSearch/Elastic Search and Grafana.
  • Proficiency in Atlassian Jira (ticket management).
  • Experience with CRM or similar systems.
  • Understanding of the Pingdom service.
  • Upper-intermediate level of English (written and spoken).
Good to have:
  • Familiarity with Rancher.
  • Experience as a QA.

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:
  • Solid knowledge and experience with OpenSearch/Elastic Search and Grafana;

  • Proficiency in Atlassian Jira (ticket management);

  • Experience with CRM or similar systems;

  • Familiarity with Rancher;

  • Understanding of the Pingdom service;

  • Experience as a QA will be a plus;

  • Process understanding of logging, managing, resolving incidents (incident management), and escalation procedures;

  • At least an Upper-intermediate level of English (written and spoken).
We appreciate if you have those personal features:
  • Excellent communication skills;

  • Teamwork skills with the ability to work independently within their 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.

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