Growe Talents

Technical Support Agent

Growe Talents

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

Grafana

About the role

  • 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;
  • Leverage OpenSearch/Elastic Search for diagnosing and conducting root cause analysis of incidents;
  • 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.

Requirements

  • Solid knowledge and experience with OpenSearch/Elastic Search and Grafana;
  • Proficiency in Atlassian Jira (ticket management);
  • Experience with PagerDuty or similar systems;
  • Familiarity with Rancher;
  • Understanding the process of logging, managing, and resolving incidents;
  • Understanding of the escalation procedures process;
  • Excellent level of English (verbal and written) - at least B2 level.
Benefits
  • Health & Wellness Focus
  • Global Medical Coverage
  • Growth Opportunities
  • Benefits Programs (compensation for the gym/stomatology/psychological service & etc.)
  • Performance-Driven Rewards
  • Dynamic Work Environment
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
OpenSearchElastic SearchGrafanaincident managementticket managementescalation proceduresroot cause analysis
Soft Skills
communicationcollaborationproblem-solving