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;
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;
Collect detailed technical information using the available tools for further escalation of issues to the appropriate development team.
6–12 months of experience in Technical Support or L1 Support;
English proficiency at B1+/B2 level or higher for written communication and working with technical documentation;
Understanding of client-server architecture, HTTP, REST API, request/response, and HTTP status codes;
Ability to use browser DevTools (Network, Console);
Experience with any ticketing system (Jira, Zendesk, Freshdesk, etc.);
Ability to independently reproduce issues and clearly document them for developers: steps to reproduce, expected and actual results, timestamps, IDs, screenshots/videos.
Analytical thinking: looking beyond the reported symptoms to identify the root cause of an issue;
Attention to detail when working with statuses, IDs, logs, transactions, etc;
Ownership: taking responsibility for cases until resolution and following up on escalated issues;
Proactivity: checking documentation, previous cases, and available systems before escalation;
Ability to prioritize multiple cases simultaneously, considering SLAs and business impact;
Willingness to learn and quickly understand new products, systems, and processes.
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.
