Technical Support Specialist

growe; United States; Remote; USD 42,000 - 54,000; Full time

Job summary

Growe in the United States is seeking a focused L1 Technical Support Analyst to work with business and technical teams to clarify requests, track progress, and resolve issues.

You will monitor Grafana dashboards, record incidents in JSM/Jira, and manage tickets with timely updates. The role emphasizes clear documentation and escalation per internal processes.

If you thrive in a fast-paced environment and can learn new systems quickly, Growe offers opportunities to grow with a collaborative team.

Qualifications

• 6–12 months of experience in Technical Support or L1 Support.
• Solid understanding of HTTP, REST API, and client-server concepts.
• Ability to reproduce issues with steps, timestamps, IDs, and screenshots.
• Strong written English for documentation and communication.

Responsibilities

• Work 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 following established workflows.
• Handle and update support tickets, ensuring timely resolution.
• Escalate incidents per internal protocols.
• Draft notifications about scheduled or unscheduled technical activities.
• Collect detailed technical information for escalation to developers.

Skills

L1 Support experience

English proficiency

Client-server understanding

HTTP/REST basics

Browser DevTools

Ticketing systems

Reproduce issues with steps

Tools

Jira

Zendesk

Freshdesk

Job description

Growe welcomes those who are excited 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.

We need your professional experience:

• 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.

We appreciate 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;
• Proactivity: checking documentation, previous cases, and available systems before escalation;
• Ability to prioritize multiple cases simultaneously, considering SLAs and business impact;
• Willingness to learn and quickly understand new products, systems, and processes.

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.