Eventus

Support Engineer

• 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

Level 2 Technical Support Engineer

• 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

Level 1 Technical Support Specialist

Customer Success Manager

• Act as the primary point of contact for customers, fostering strong relationships to drive satisfaction, retention, and advocacy
• Partner with customers to understand their business needs and proactively recommend solutions to maximize value
• Conduct regular check-ins, business reviews, and training sessions to ensure continued engagement and product utilization
• Serve as an escalation point for the Support teams on issues related to your assigned clients
• Collaborate with internal teams (Sales, Product, and Engineering) to escalate customer feedback, resolve issues, and drive product improvements
• Analyze customer usage data and trends to identify expansion opportunities, upsell/cross-sell potential, and risks of churn
• Educate customers on industry trends, regulatory requirements, and best practices to optimize their use of Validus
• Serve as the customer’s advocate within Eventus, ensuring their voices are heard and their needs are met
• Represent Eventus at industry events, conferences, and customer meetings to strengthen relationships and promote our solutions