Level 1 Technical Support Specialist
The role is the first point of contact for US customers seeking technical assistance. It involves troubleshooting Eventus product issues, managing and routing Jira tickets, escalating complex cases, monitoring alerts, coordinating with global support teams, and maintaining knowledge-base content.
Responsibilities
- Provide first-line technical assistance through Jira
- Troubleshoot and resolve technical issues related to Eventus products and services
- Escalate unresolved issues to Level 2 Support or internal teams
- Categorize, route, update, flag, and close support tickets
- Coordinate handovers with global support teams
- Provide clear resolution instructions to customers
- Monitor and prioritize system alerts and client requests
- Identify recurring issues and improve documentation and processes
- Create and maintain knowledge-base articles
- Participate in training and upskilling
Requirements
- Previous experience in technical support, help desk, or customer service
- Strong troubleshooting and technical issue analysis skills
- Configuration management experience with JSON and XML
- Strong SQL skills for data investigation
- Proficiency with Linux or Unix and scripting with Python and Bash
- Familiarity with ticketing systems and support-queue management
- Excellent communication and interpersonal skills
- Ability to multitask and prioritize in a fast-paced environment
- Strong attention to detail and proactive problem-solving
- Willingness to learn and adapt
- Understanding of financial markets data, including trade lifecycle, market data, and reference data, preferred
Benefits
- Fully remote work
- Competitive compensation
- Health, dental, vision, and disability coverage
- Unlimited PTO
- Flexible work arrangement