Technical Support Engineer (Broker Technology)

Описание вакансии

About us

We are a SaaS company building software for FX and CFD brokers. Our product suite includes a Bridge, a CRM, a Risk Management System, and our own trading platform. We are growing and we need another strong person on our support team.

About the role

You will support four different products and the infrastructure around them, and nobody arrives knowing all of them. We are looking for someone who enjoys figuring out an unfamiliar system, asks good questions, and can then explain it clearly to a client.

You will be the person our broker clients talk to when they need help, and one of the first people they meet when they join us. The job is part technical troubleshooting, part client onboarding, and part keeping a close watch on the systems we run for our clients.

This is a remote role, with the option to become hybrid later. Because we look after live trading systems, we also need you reachable for the occasional urgent issue outside those hours.

What you will do

• Provide day-to-day technical support to our broker clients through tickets, chat, and calls
• Onboard new clients: set up their environment, walk them through our products, and make sure they are comfortable using them
• Troubleshoot issues across our products:
  • CRM: client onboarding flows, payment and KYC integrations, user roles and permissions
  • Risk Management System: exposure rules, alerts, and reporting questions
  • Bridge: order routing, liquidity provider connectivity, and execution issues
  • Trading platform, plus the MT4/MT5 servers and infrastructure around them
• Keep live trading systems healthy: monitor servers, bridges, and alerts in Zabbix, catch problems before clients notice them, and act fast when something needs attention
• Read logs, reproduce issues, and find the root cause rather than a quick patch
• Use AI assistants (Claude, ChatGPT, Copilot or similar) to read logs, draft SQL, summarise long tickets, and write documentation faster
• Query our databases with SQL to investigate issues, check client records, and pull data when clients need it
• Write and keep up clear documentation: how-to guides, FAQs, and internal notes
• Work with our development and operations teams on the harder cases

What we are looking for

• Curious and fast to learn. You can get up to speed on a new system without much hand-holding, and you are comfortable saying "I do not know yet, let me find out"
• Someone who actually likes helping people. Friendly, responsive, and good at keeping clients in the loop
• Proactive and reliable - the type who spots an issue on a dashboard and acts before it becomes a problem
• Already uses AI tools in daily work and knows when to double-check what they produce
• Around 1 to 3 years in technical support, systems administration or a similar hands-on technical role
• Comfortable with Windows Server and basic networking
• Some hands-on time with a cloud platform, ideally Azure
• Comfortable writing SQL queries to find and check data - SELECTs and joins, not database administration
• Clear written and spoken English (B1 or higher)

Nice to have

• Time spent at an FX/CFD broker or a broker technology vendor
• Experience supporting a CRM, back-office, or similar business system
• Real MT4/MT5 server administration experience
• Familiarity with FIX, bridges, or liquidity setups
• Scripting and automation (PowerShell, Python, or similar)
• Experience with Zabbix or similar monitoring tools

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