Technical Support Engineer

About the role:
We are looking for a talented Technical Support Engineer to join our Customer Experience team.
You’ll partner with internal teams and external stakeholders to troubleshoot technical issues, enhance documentation, and deliver outstanding support for our trading platforms and internal systems.
Within our B2B2C model, you’ll collaborate directly with brokers’ stack holders to support trading end clients, ensuring both our partners and their clients enjoy a seamless, high-quality experience.
This is a hands-on, technical support role in a fast-paced environment – perfect for someone who thrives on solving complex challenges, improving internal tools, and working across multiple departments.
In this role, you will:

Troubleshoot and resolve complex technical issues across our products
Research, analyze, and escalate issues as needed
Provide top-quality support to B2B clients and internal users
Follow standard procedures for proper escalation of unresolved issues and other customer’s needs to the appropriate internal teams
Build and maintain strong customer relationships
Contribute to documentation and internal knowledge base articles
Stay up to date with company products and tools to support requests in the best possible way

You have:

Proven experience in B2B technical support, or equivalent military tech experience
Ability to work Monday to Friday and to be part of an on-call rotation (off-hours/weekends)
Experience with ticketing and project management systems (Jira, Azure DevOps - advantage)
Experience with CRM platforms (Microsoft Dynamics 365 - advantage)
Deep understanding in troubleshooting system logs (ElasticSearch, Coralogix, Grafana - advantage)
Familiarity with SQL queries & database structures (MySQL, MongoDB)
Experience with Windows environments (Active directory, Command-line)
Passion for troubleshooting, ability to come up with outside-the-box solutions for uncommon issues
Can work independently and under pressure
Ability to prioritize tasks in a fast-moving environment
A strong team player who helps others navigate challenging technical problems
Fluent English (both written and spoken)

Job Type: Full-time