Technical Support Agent

About the Role: Our client, Growe, is a leading business advisory and services group in iGaming and Entertainment. 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. We are looking for a Technical Support Agent to join the team and ensure our systems run smoothly.

What you'll do

• 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.

Experience you'll need to bring

• Solid knowledge and experience with OpenSearch/Elastic Search and Grafana.
• Proficiency in Atlassian Jira (ticket management) and experience with PagerDuty or similar systems.
• Familiarity with Rancher.
• Understanding the process of logging, managing, and resolving incidents, as well as escalation procedures.
• Excellent level of English (verbal and written) - at least B2 level.
• Resilience under high-pressure conditions, analytical thinking, and a proactive approach to problem-solving.

Benefits

• Health & Wellness Focus with Global Medical Coverage.
• Benefits Programs (compensation for the gym, stomatology, psychological services, etc.).
• Performance-Driven Rewards and Growth Opportunities.
• Dynamic Work Environment.