Level 1 Technical Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary point of contact for customers in the US seeking technical support through the ticketing system (Jira)

• Diagnose and resolve technical challenges related to Eventus products and services

• Forward unresolved issues to Level 2 Support or other internal teams as needed for in-depth engineering analysis

• Maintain rigorous ticket hygiene — accurately categorize and route issues upon intake, keep tickets updated and progressing toward resolution, and proactively identify/close stale or exceptional cases instead of allowing them to linger in the backlog

• Engage in handover and coordination with global support teams across regions, ensuring seamless shift transitions and continuity of open issues across time zones

• Provide clear and concise guidance to customers to assist them through resolution steps

• Monitor system alerts and take proactive measures to address potential issues

• Use sound judgment in prioritizing incoming alerts against client support requests based on urgency and client impact

• Collaborate with internal teams to identify recurring problems and recommend enhancements to processes and documentation

• Aid in the creation and maintenance of knowledge base articles to improve self-service support options for customers

• Ensure a high level of customer satisfaction through prompt and professional communication

• Engage in regular training and skill development to stay informed about Eventus products and industry trends

⛳️ Requirements

• Previous experience in a technical support, help desk, or customer service capacity

• Strong troubleshooting abilities and capacity to analyze and resolve technical issues, including familiarity with configuration management (JSON, XML), solid SQL skills for data investigation (Oracle/ClickHouse is a plus), and proficiency with Linux/Unix and scripting (Python, Bash, vi/less or similar)

• Knowledge of ticketing systems and a demonstrated discipline in managing queues and data that contribute to metrics for support operations health

• Exceptional communication and interpersonal skills

• Ability to multitask, prioritize, and thrive 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

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

🏝️ Benefits

• Fully Remote Company

• Competitive Compensation

• Health, Dental, Vision & Disability Coverage

• Unlimited PTO

• Flexibility