We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top-rated products have won prestigious industry awards for their cutting-edge technology and seamless client experience. We deliver only the best, so we are always in search of the best people to join our ever-growing talented team.
As our platform and operations continue to scale, the Technical Support team plays an increasingly critical role in ensuring system stability and operational efficiency.
As a Technical Support Engineer L1/L2, you will be responsible for monitoring system health, investigating and resolving service requests, and contributing to process and automation improvements.
This is a hands-on, operations-focused role ideal for someone at the beginning of their career who is eager to learn, comfortable with routine operational tasks, and motivated to improve systems through automation.
Responsibilities:
Investigate and resolve service requests: describe, triage, and resolve client and internal requests within agreed timelines.
Monitor system health: proactively track system performance, investigate abnormal behavior, and escalate in case of component failures.
Collaborate cross-functionally: work closely with Risk Managers, DBAs, Developers, Customer Support, and other teams to research and resolve issues.
Contribute to automation: automate manual tasks and design internal tools leveraging advanced technologies (including AI) to streamline operations.
Improve operational processes: design and enhance tools that accelerate issue identification (root cause analysis) and resolution.
Create and maintain documentation: develop troubleshooting guides and knowledge base articles for recurring issues.
Requirements:
Basic understanding of IT infrastructure, system monitoring, and incident handling.
Strong analytical and troubleshooting skills.
Understanding of client-server architecture and system components.
Experience in trading or fintech companies is nice to have.
Basic scripting knowledge (preferably Python) or strong interest in learning automation.
Ability to clearly document technical issues and solutions.
Excellent written and verbal communication skills in English.
Willingness to work in a 24/7 shift environment.
Nice-to-have:
Experience with monitoring systems and alerting tools.
Familiarity with SQL and database basics.
Experience with ticketing systems (e.g., Jira, ServiceNow).
Exposure to automation, bots, or AI-driven tools.
