Technical Support Specialist (L1) — Global Benefits

Growe Talents group; United States; Remote; USD 28,000 - 39,000; Full time

Benefits offered by this job

Health & Wellness Focus

Global Medical Coverage

Benefits Programs (gym, stomatology,心理

Performance-Driven Rewards

Dynamic Work Environment

Job summary

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.

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

Technical support experience

Client-server knowledge

HTTP/REST API

Ticketing systems

Issue reproduction & documentation

Grafana monitoring basics

Tools

Jira

Zendesk

Freshdesk

Job description

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.