Technical Support Agent

<h5>Growe welcomes those who are excited to:</h5>
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<li>Work closely with business units and technical teams to clarify requests and track task progress;</li>
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<p>Monitor Grafana boards to assess system performance and detect potential issues;</p>
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<p>Record incidents in JSM/Jira in compliance with established workflows;</p>
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<p>Handle support tickets, ensuring they are updated regularly and resolved promptly;</p>
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<p>Escalate incidents when required, adhering to internal protocols;</p>
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<p>Draft and deliver notifications about scheduled or unscheduled technical activities;</p>
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<p>Collect detailed technical information using the available tools for further escalation of issues to the appropriate development team. </p>
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</ul>
<h5>We need your professional experience:</h5>
<ul>
<li>6–12 months of experience in Technical Support or L1 Support;</li>
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<p>English proficiency at B1+/B2 level or higher for written communication and working with technical documentation;</p>
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<p>Understanding of client-server architecture, HTTP, REST API, request/response, and HTTP status codes;</p>
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<p>Ability to use browser DevTools (Network, Console);</p>
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<p>Experience with any ticketing system (Jira, Zendesk, Freshdesk, etc.);</p>
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<p>Ability to independently reproduce issues and clearly document them for developers: steps to reproduce, expected and actual results, timestamps, IDs, screenshots/videos.  </p>
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</ul>
<h5>We appreciate if you have those personal features:</h5>
<ul>
<li>Analytical thinking: looking beyond the reported symptoms to identify the root cause of an issue;</li>
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<p>Attention to detail when working with statuses, IDs, logs, transactions, etc;</p>
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<p>Ownership: taking responsibility for cases until resolution and following up on escalated issues;</p>
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<p>Proactivity: checking documentation, previous cases, and available systems before escalation;</p>
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<p>Ability to prioritize multiple cases simultaneously, considering SLAs and business impact;</p>
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<p>Willingness to learn and quickly understand new products, systems, and processes. </p>
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</ul>
<h5>We are seeking those who align with our core values:</h5>
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<li class="Vacancy_vacancy__description__list__item__BsZ1X">
<p>GROWE TOGETHER: Our team is our main asset. We work together and support each other to achieve our common goals;</p>
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<li class="Vacancy_vacancy__description__list__item__BsZ1X">
<p>DRIVE RESULT OVER PROCESS: We set ambitious, clear, measurable goals in line with our strategy and driving Growe to success;</p>
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<li class="Vacancy_vacancy__description__list__item__BsZ1X">
<p>BE READY FOR CHANGE: We see challenges as opportunities to grow and evolve. We adapt today to win tomorrow.</p>
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</ul>