Technical Support Specialist — Incident & Status Expert

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

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.