Technical Support Engineer

An international technology company with over 10 years of experience developing B2B solutions for forex brokers and multi-asset trading platforms is looking for a Support Engineer.

Headquartered in Tallinn, Estonia, the company operates with a distributed international team across several continents. Its solutions are used by brokers and financial institutions worldwide.

The Technical Support Engineer provides customers with technical information about our solutions and assists them in resolving technical issues.

In this role, you will investigate technical issues, answer questions about existing product functionality, and take ownership of support tickets from initial analysis through resolution or escalation. You will communicate directly with customers and collaborate with Customer Success, R&D, and other internal teams.

Duties:

• Develop in-depth knowledge of the company’s products and their technical functionality;
• Provide technical support to customers, prospects, and third-party vendors introduced by the Business Development team;
• Maintain awareness of the MetaTrader 4, MetaTrader 5 and cTrader platforms;
• Investigate and troubleshoot technical issues using application logs, Windows tools, command-line utilities, and basic SQL queries;
• Provide remote assistance with the installation, configuration, and operation of the company’s solutions;
• Take ownership of assigned support tickets from initial investigation through resolution or escalation;
• Keep customers informed and set clear expectations throughout the troubleshooting and escalation process;
• Document troubleshooting steps, customer communication, time spent, and resolutions in the ticketing system;
• Escalate complex cases to Customer Success, R&D, or other relevant teams, providing all the technical details required for further investigation;
• Follow the company’s support procedures and comply with applicable confidentiality, licensing, and support agreements.

What we expect:

• Intermediate Knowledge of Windows OS and Windows Command Line;
• Basic MySQL knowledge;
• Strong troubleshooting and analytical skills;
• Willingness to learn complex fintech products and work with a large amount of technical information;
• Spoken and written English skills – upper-intermediate or better;
• Good communication and team working skills.

Conditions:

• Remote international working environment;
• The probationary period of 3 months (education is included);
• 28 days of paid annual leave;
• Sports, English courses, professional courses compensation and other perks after probation period;
• Full-time remote job.

The education period is included in probationary, it takes 1 month and is paid by the Employer.

Working hours

We are currently hiring Support Engineers for the following fixed shifts:

• 15:00–00:00

• 05:00–14:00

• 06:00–15:00

• 20:00–05:00

• 00:00–09:00

• 03:00–12:00

All times are stated in Limassol, Cyprus time (EET). Candidates should indicate which shift or shifts they are available to work.