Technical Support Specialist

Growe Talents; United States; À distance; USD 28 000 - 39 000; Plein temps

Avantages offerts par ce poste

Health & Wellness Focus

Global Medical Coverage

Benefits Programs (gym, stomatology,心理

Performance-Driven Rewards

Dynamic Work Environment

Résumé du poste

Growe is seeking a motivated Technical Support/L1 professional to join our client’s team. You’ll monitor Grafana boards, record incidents in JSM/Jira, handle tickets, escalate when needed, and draft notifications for technical activities.

Ideal candidates have 6–12 months in Technical Support, English at B1+/B2, knowledge of client-server architecture and HTTP/REST, experience with Jira/Zendesk/Freshdesk, and the ability to reproduce issues with clear, timestamped steps.

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.
• 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.

Responsabilités

• 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.

Connaissances

Technical support experience

Client-server knowledge

HTTP/REST API

Ticketing systems

Issue reproduction & documentation

Grafana monitoring basics

Outils

Jira

Zendesk

Freshdesk

Description du poste

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.