Technical Support L2
Growe welcomes those who are excited to:
- Respond to production incidents within defined SLAs and provide rapid problem identification and initial resolution;
- Use monitoring instruments (Grafana, VictoriaMetrics/Prometheus) to identify and diagnose issues in microservices architecture;
- Use logging tools (OpenSearch/Kibana) for comprehensive log analysis and root cause investigation;
- Monitor and respond to alerts from PagerDuty or Grafana On-call, ensuring proper escalation and communication;
- Escalate complex issues to appropriate specialized teams (DevOps, SystemRE, PlatformRE) with clear context and documentation;
- Create, maintain, and update runbooks, troubleshooting guides, and incident documentation;
- Provide clear, timely communication during incidents to stakeholders, development teams, and management;
- Contribute to continuous improvement of incident response processes and tool utilization;
- Participate in on-call rotations, ensuring timely response to critical incidents and proper handoff procedures;
- Provide operational support and guidance to development teams regarding system reliability and performance.
We need your professional experience:
- 1-3 years in L2 support, Site Reliability Engineering or technical support, or related role with incident response experience;
- Hands-on experience with Grafana dashboards, VictoriaMetrics, Prometheus, and metrics exporters for system health monitoring and performance analysis;
- Proficiency with OpenSearch (Kibana web interface), log aggregation, search queries, and log analysis for troubleshooting and root cause investigation;
- Experience with PagerDuty, Grafana On-call, or similar alerting systems for incident response, escalation procedures, and on-call operations;
- Strong analytical skills for identifying issues using provided monitoring tools, dashboards, and alerting systems;
- Clear written and verbal communication skills for incident reporting, stakeholder updates, and creating/updating runbooks and troubleshooting guides;
- Understanding of cloud concepts and familiarity with AWS services (EC2, EKS, RDS, S3) for context in incident response and escalation;
- Systematic approach to problem-solving, ability to follow runbooks, and experience with incident response procedures;
- Ability to quickly learn and effectively use monitoring, logging, and alerting tools provided by DevOps/SystemRE/PlatformRE teams.
We appreciate if you have those personal features:
- Strong desire to learn new technologies and tools, with ability to adapt to changing monitoring and alerting systems;
- Ability to interpret metrics, logs, and system behavior to make informed decisions;
- Attention to details: ensures accuracy in infrastructure changes, configurations, and deployment processes;
- Effective communication, ability to explain technical concepts clearly to both technical and non-technical stakeholders.
We are seeking those who align with our core values:
- GROWE TOGETHER: Our team is our main asset. We work together and support each other to achieve our common goals;
- DRIVE RESULT OVER PROCESS: We set ambitious, clear, measurable goals in line with our strategy and driving Growe to success;
- BE READY FOR CHANGE: We see challenges as opportunities to grow and evolve. We adapt today to win tomorrow
To learn more about Growe visit their website
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