Technical Support Specialist

Growe Talents; Reims; On-site; EUR 28,000 - 36,000; Full time

Benefits offered by this job

Health & Wellness Focus

Global Medical Coverage

Growth Opportunities

Benefits Programs (gym/stomatology/psy

Performance-Driven Rewards

Dynamic Work Environment

Job summary

Growe is seeking a motivated Technical Support Associate to join our client engagement team. You will work with business units and technical teams to clarify requests, track progress, and ensure timely resolutions to incidents.

You will monitor system performance via Grafana, record incidents in Jira, handle support tickets, and escalate issues when needed, documenting steps to reproduce and coordinating with developers for fixes.

Qualifications

• 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.

Responsibilities

• Work closely with business units and technical teams to clarify requests and track task progress; monitor Grafana boards to assess system performance and detect 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.

Skills

Analytical thinking

Attention to detail

Ownership

Prioritize multiple cases

Calm and systematic

Willingness to learn

English proficiency (B1+/B2)

Reproduce issues & document steps

Tools

Jira

Zendesk

Freshdesk

Browser DevTools

Grafana

Job description

Our client, Growe, is a leading business advisory and services group in iGaming and Entertainment. Сreators of strategies that work and solutions that scale. Combining strategic vision with hands‑on expertise, Growe helps businesses navigate the fast‑evolving industry, seize new opportunities, enter new markets, and achieve sustainable growth.

Perfect for those who aim to:

• 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.

Experience you'll need to bring:

• 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.

It's a perfect match if you have those personal features:

• 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;

• Ability to prioritize multiple cases simultaneously, considering SLAs and business impact;

• A calm and systematic approach during incidents and high-priority issues;

• Willingness to learn and quickly understand new products, systems, and processes.

Our clients offer competitive benefits to support your professional and personal growth, including:

• Health & Wellness Focus;

• Global Medical Coverage;

• Growth Opportunities;

• Benefits Programs (compensation for the gym/stomatology/psychological service & etc.);

• Performance-Driven Rewards;

• Dynamic Work Environment.