Level 1 Technical Support Specialist - US

Company Overview

Eventus provides state-of-the-art, at-scale trade surveillance software across all lines of defense. Its powerful, award-winning Validus platform is easy to deploy, customize and operate across equities, options, futures, foreign exchange (FX), fixed income and digital asset markets. Validus is proven in the most complex, high-volume and real-time environments of Eventus’ rapidly growing client base, including tier-1 banks, broker-dealers, futures commission merchants (FCMs), proprietary trading groups, market centers, buy-side institutions, energy and commodity trading firms, and regulators.

Position: Level 1 Technical Support Specialist - (US-Based)

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.

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

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

Benefits & Perks

• Fully Remote Company
• Competitive Compensation
• Health, Dental, Vision & Disability Coverage
• Unlimited PTO
• Flexibility