Level 1 Technical Support Specialist

Job not on LinkedIn

🔥 20 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Eventus

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

💳 Fintech

☁️ SaaS

📋 Compliance

Fintech • SaaS • Compliance

Eventus is a fintech company that provides enterprise-grade regulatory risk and trade surveillance software. Its Validus platform delivers multi-asset trade surveillance, transaction monitoring, algo monitoring, and market risk capabilities for banks, broker-dealers, exchanges, regulators, digital asset venues, and proprietary trading firms. Eventus also offers Frank AI — a deterministic, explainable AI layer integrated into Validus — to automate alert triage, reporting, and investigative workflows. The company focuses on scalable, secure deployments that help clients meet compliance and supervisory needs across trading operations.

📋 Description

• 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

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