Technical Support Agent

Greenhouse Software, Inc.; United States; Remote; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health & Wellness Focus

Global Medical Coverage

Benefits Programs (gym/stomatology/psy

Psychological service & etc.

Performance-Driven Rewards

Dynamic Work Environment

Job summary

Growe seeks a Technical Support/L1 specialist to collaborate with business and technical teams. You will monitor Grafana boards, record incidents in Jira, handle tickets, and escalate issues following internal protocols.

You’ll draft notifications for scheduled or unscheduled activities and collect detailed technical data for escalation to developers. Applicants should have 6–12 months in Technical Support, strong English, and familiarity with HTTP/REST concepts and common ticketing tools.

Qualifications

• 6–12 months of experience in Technical Support or L1 Support.
• English proficiency at B1+/B2 level for written communication.
• Understanding of client-server architecture, HTTP, REST API, request/response, and HTTP status codes.
• Experience with any ticketing system (Jira, Zendesk, Freshdesk, etc.).
• Ability to independently reproduce issues and clearly document steps to reproduce, timestamps, IDs, screenshots/videos.

Responsibilities

• 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.

Skills

Analytical thinking

Attention to detail

Ownership

Prioritization

Calm under pressure

Willingness to learn

Tools

Jira

Zendesk

Freshdesk

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;

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;
• Benefits Programs (compensation for the gym/stomatology/psychological service & etc.);
• Performance-Driven Rewards;
• Dynamic Work Environment.