Technical Support Specialist: Incident & System Health Champion

growe; United States; À distance; USD 42 000 - 54 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

L1 Support experience

English proficiency

Client-server understanding

HTTP/REST basics

Browser DevTools

Ticketing systems

Reproduce issues with steps

Outils

Jira

Zendesk

Freshdesk

Description du poste

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.