Technical Support Agent
Our client, Growe, is a leading business advisory and services group in iGaming and Entertainment. Creators of strategies that work and solutions that scale. Combining strategic vision with hands-on expertise, Growe helps businesses navigate the fast-evolving industry, seize new opportunities, enter new markets, and achieve sustainable growth. This role is for a Technical Support Agent who will work closely with business units and technical teams to clarify requests and track task progress. The agent will monitor system performance, diagnose issues using specific tools, and manage incidents through established workflows. The position requires prompt resolution of support tickets and clear communication regarding technical activities.
- 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
- 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
- Resilience under high-pressure conditions
- Teamwork skills with the ability to work independently within their area of responsibility
- High level of communication
- Analytical thinking and a proactive approach to problem-solving
- 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.