Technical Support Agent

Technical Support Agent

Growe welcomes those who are excited to:

1. Work closely with business units and technical teams to clarify requests and track task progress
2. Monitor Grafana boards to assess system performance and detect potential issues
3. Leverage OpenSearch/Elastic Search for diagnosing and conducting root cause analysis of incidents
4. Record incidents in JSM/Jira in compliance with established workflows
5. Handle support tickets, ensuring they are updated regularly and resolved promptly
6. Escalate incidents when required, adhering to internal protocols
7. 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 PagerDuty or similar systems
• Familiarity with Rancher
• Understanding the process of logging, managing, and resolving incidents
• Understanding of the escalation procedures process
• Excellent level of English (verbal and written) - at least B2 level

We appreciate if you have those personal features:

• High level of communication
• Resilience under high-pressure conditions
• 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