Level 1 Technical Support Specialist
You will be the first point of contact for US customers seeking technical assistance. You will troubleshoot product issues, manage and route Jira tickets, escalate complex cases, monitor system alerts, and provide clear resolution guidance. You will coordinate handovers with global support teams and maintain knowledge-base content to improve customer self-service.
Responsibilities
- Provide first-line technical assistance through Jira
- Troubleshoot and resolve product and service issues
- Escalate unresolved cases to Level 2 Support and internal teams
- Categorize, route, update, flag, and close support tickets
- Coordinate issue handovers with global support teams
- Provide customers with clear resolution instructions
- 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
- Technical support, help desk, or customer service experience
- Troubleshooting
- Configuration management
- JSON
- XML
- SQL
- Oracle
- ClickHouse
- Linux
- Unix
- Python
- Bash
- vi
- less
- ticketing system
- support-queue management
- financial-market data
- trade lifecycle
- market data
- reference data
Benefits
- Fully remote work
- Health, dental, vision, and disability coverage
- Unlimited PTO
- Flexible work arrangement