Technical Support Agent
Growe is seeking a Technical Support Agent to join their team in Europe. The role involves working closely with business units and technical teams to clarify requests and track the progress of various tasks. The agent will play a key role in maintaining system performance and ensuring efficient incident management.
The position requires a proactive individual who can handle support tickets, monitor system health, and facilitate communication between technical teams and stakeholders. The successful candidate will be responsible for documenting technical issues and ensuring that all incidents are resolved in accordance with established workflows.
- 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.
- 6–12 months of experience in Technical Support or L1 Support (required).
- English proficiency at B1+/B2 level or higher for written communication and working with technical documentation (required).
- Understanding of client-server architecture, HTTP, REST API, request/response, and HTTP status codes (required).
- Ability to use browser DevTools (Network, Console) (required).
- Experience with any ticketing system (Jira, Zendesk, Freshdesk, etc.) (required).
- Ability to independently reproduce issues and clearly document them for developers: steps to reproduce, expected and actual results, timestamps, IDs, screenshots/videos (required).
- Analytical thinking: looking beyond the reported symptoms to identify the root cause of an issue (required).
- Attention to detail when working with statuses, IDs, logs, transactions, etc (required).
- Ownership: taking responsibility for cases until resolution and following up on escalated issues (required).
- Ability to prioritize multiple cases simultaneously, considering SLAs and business impact (required).
- A calm and systematic approach during incidents and high-priority issues (required).
- Willingness to learn and quickly understand new products, systems, and processes (required).
- Health & Wellness Focus
- Global Medical Coverage
- Growth Opportunities
- Benefits Programs (compensation for the gym/stomatology/psychological service & etc.)
- Performance-Driven Rewards
- Dynamic Work Environment
Growe is a business advisory and services group operating in the iGaming and entertainment industries. Headquartered in Warsaw, it combines strategic vision with hands-on expertise to help businesses navigate the sector, enter new markets and achieve sustainable growth. Its capabilities span business and brand strategy, market research, marketing solutions, IT customisation, organisational structuring and talent management. The company focuses on launching new iGaming brands worldwide and turning challenges into competitive advantages for its clients.
