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Level 2 Technical Support Engineer — US at eventussystems · globalremotely

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, 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 2 Technical Support Engineer — US

Reporting to the Global Head of Support, this role owns complex, escalated customer tickets end-to-end — from root cause investigation through resolution — while partnering with Engineering and Infrastructure to fix confirmed platform issues and monitor production systems for early warning signs. Ideal for a systematic troubleshooter with strong SQL, Linux, python and shell scripting skills and trade lifecycle knowledge, who builds tooling and referenceable troubleshooting guides to reduce repeat investigations and can translate technical findings clearly for engineers and clients alike. Mountain or Pacific timezone preferred to help cover the gap between US and APAC support.

Responsibilities

Monitor incidents, service requests, and production issues against SLAs
Monitor infrastructure and operational alerts to catch issues before they hit customers
Coordinate with L1 and the global L2 team for timely ticket response and handover
Own complex tickets end-to-end — investigation, root cause, resolution
Provide advanced support for critical production incidents
Build scripts and diagnostic tools to speed up recurring investigations
Partner with Engineering/Infrastructure to reproduce defects and drive fixes
Turn recurring findings into documentation and proactive monitoring
Keep escalated tickets moving — flag, unblock, or close tickets with no active engineering dependency
Apply consistent ticket categorization (defect vs. enhancement) and participate in the regular L2 triage cadence
Support handover and continuity with global support teams across regions, ensuring smooth shift transitions on open issues

Requirements

Methodical, hypothesis-driven troubleshooting background (support, DevOps, or systems engineering)
Experience with configuration management (JSON, XML)
Strong SQL skills for data investigation (Oracle/ClickHouse a plus)
Linux/Unix proficiency and scripting (Python, Bash, vi/less or similar)
Trade lifecycle and market/reference data knowledge strongly preferred
Clear communicator — technical and non-technical audiences, written and real-time
Hands-on experience with AI tools (Copilot, Claude, Gemini, etc.)
Trade surveillance / market-abuse concept familiarity a plus
Mountain/Pacific timezone preferred, or willingness to work 12–8 EST for APAC coverage

Benefits & Perks