Level 1 Technical Support Specialist - US

Eventus

2d•Remote

About The Position

We are seeking a Level 1 Technical Support Specialist to join our growing global Support team. Reporting to the Global Head of Support, this role serves as the first point of contact for US customers, troubleshooting technical issues, escalating complex cases to Level 2 Support, and maintaining knowledge base documentation. Ideal for a detail-oriented problem-solver with prior help desk experience; familiarity with financial markets data (trade lifecycle, market/reference data) is a strong plus.

Requirements

Previous experience in technical support, help desk, or customer service role
Strong troubleshooting skills and ability to analyze and resolve technical issues, including experience with configuration management (JSON, XML), strong SQL skills for data investigation (Oracle/ClickHouse a plus) and proficiency with Linux/Unix and scripting (Python, Bash, vi/less or similar)
Familiarity with ticketing systems and demonstration of good discipline with managing queues and data that feeds into metrics for support operations health
Excellent communication and interpersonal skills
Ability to multitask, prioritize, and work in a fast-paced environment
Strong attention to detail and a proactive approach to problem-solving
Willingness to learn and adapt to new technologies and processes

Nice To Haves

Understanding of financial markets data strongly preferred - trade lifecycle, market and reference data

Responsibilities

Serve as the first point of contact for customers in the US seeking technical assistance via the ticketing system (Jira)
Troubleshoot and resolve technical issues related to Eventus products and services
Escalate unresolved issues to Level 2 Support or other internal teams as necessary for deeper engineering investigation
Maintain disciplined ticket hygiene — accurately categorize and route issues at intake, keep tickets updated and moving through resolution, and proactively flag/close out stale or exception cases rather than letting them age in the backlog
Participate in handover and coordination with global support teams across regions, ensuring smooth shift transitions and continuity of open issues across time zones
Provide clear and concise instructions to customers to guide them through resolution steps
Monitor system alerts and respond proactively to potential issues
Exercise judgment in prioritizing incoming alerts against client support requests based on urgency and client impact
Collaborate with internal teams to identify recurring issues and suggest improvements to processes and documentation
Assist in creating and maintaining knowledge base articles to enhance self-service support options for customers
Ensure a high level of customer satisfaction through prompt and professional communication
Participate in regular training and upskilling to stay current with Eventus products and industry trends