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;
• Experience with logging, managing, and resolving incidents;
• Excellent level of English (verbal and written);
• Experience with escalation procedures.

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.