Technical Support L2

##### Growe welcomes those who are excited to:

• Respond to production incidents within defined SLAs and provide rapid problem identification and initial resolution;
• Use monitoring instruments (Grafana, VictoriaMetrics/Prometheus) to identify and diagnose issues in microservices architecture;
• Use logging tools (OpenSearch/Kibana) for comprehensive log analysis and root cause investigation;
• Monitor and respond to alerts from PagerDuty or Grafana On-call, ensuring proper escalation and communication;
• Escalate complex issues to appropriate specialized teams (DevOps, SystemRE, PlatformRE) with clear context and documentation;
• Create, maintain, and update runbooks, troubleshooting guides, and incident documentation;
• Provide clear, timely communication during incidents to stakeholders, development teams, and management;
• Contribute to continuous improvement of incident response processes and tool utilization;
• Participate in on-call rotations, ensuring timely response to critical incidents and proper handoff procedures;
• Provide operational support and guidance to development teams regarding system reliability and performance.

##### We need your professional experience:

• 1-3 years in L2 support, Site Reliability Engineering or technical support, or related role with incident response experience;
• Hands-on experience with Grafana dashboards, VictoriaMetrics, Prometheus, and metrics exporters for system health monitoring and performance analysis;
• Proficiency with OpenSearch (Kibana web interface), log aggregation, search queries, and log analysis for troubleshooting and root cause investigation;
• Experience with PagerDuty, Grafana On-call, or similar alerting systems for incident response, escalation procedures, and on-call operations;
• Strong analytical skills for identifying issues using provided monitoring tools, dashboards, and alerting systems;
• Clear written and verbal communication skills for incident reporting, stakeholder updates, and creating/updating runbooks and troubleshooting guides;
• Understanding of cloud concepts and familiarity with AWS services (EC2, EKS, RDS, S3) for context in incident response and escalation;
• Systematic approach to problem-solving, ability to follow runbooks, and experience with incident response procedures;
• Ability to quickly learn and effectively use monitoring, logging, and alerting tools provided by DevOps/SystemRE/PlatformRE teams.

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

• Strong desire to learn new technologies and tools, with ability to adapt to changing monitoring and alerting systems;
• Ability to interpret metrics, logs, and system behavior to make informed decisions;
• Attention to details: ensures accuracy in infrastructure changes, configurations, and deployment processes;
• Effective communication, ability to explain technical concepts clearly to both technical and non-technical stakeholders.

##### 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.