Technical Support Specialist – Level 2 (L2)

Join our team as a Level 2 Technical Support Specialist and take on a key role in ensuring exceptional technical support for our global customers. You will handle complex technical issues, collaborate with cross-functional teams, and serve as an escalation point for Level 1 Support. This role is ideal for someone with strong problem-solving abilities, in-depth technical expertise, and the ability to work in a fast-paced, customer-focused environment.

Responsibilities

• Act as the primary escalation point for Level 1 Support, resolving complex technical issues that go beyond L1 capabilities.
• Troubleshoot, diagnose, and resolve advanced issues related to our products, including server configurations, integrations, and performance optimization.
• Investigate and reproduce customer-reported bugs, providing detailed analysis and documentation for the development team.
• Manage and maintain trading platform environments (MetaTrader 4/5), including configuration, plugin management, and system updates.
• Perform advanced system administration tasks, including Windows Server and basic Linux operations, networking configuration, and API integrations (FIX/REST).
• Collaborate with development, QA, and infrastructure teams to ensure timely resolution of issues.
• Provide mentoring, guidance, and knowledge-sharing to L1 Support team members.
• Participate in post-incident reviews, identifying root causes and contributing to preventive measures.
• Monitor and proactively identify potential technical issues using available tools (Jira Service Desk, Opsgenie, Confluence, etc.).
• Prepare and update technical documentation, FAQs, and troubleshooting guides.
• Any other duties relevant to the role.

Requirements

• 3+ years of experience in the Forex/Financial trading or FinTech industry, ideally in dealing teams, trading platform administration, or technology provider support.
• Strong knowledge of the Forex industry, including trading platforms and market operations.
• Proven hands-on experience with MetaTrader 4/5 administration, including server setup, configuration, and troubleshooting.
• Solid understanding of network principles (TCP/IP, DNS, VPN, firewall rules) and Windows Server administration; basic Linux knowledge is a plus.
• Experience working with APIs such as FIX and REST.
• Strong analytical and problem-solving skills with the ability to work independently under minimal supervision.
• High level of customer focus, empathy, and communication skills.
• Proficiency with Atlassian tools (Jira Software, Service Desk, Opsgenie, Confluence).
• Familiarity with cloud platforms such as Google Cloud Platform or AWS is advantageous.
• Ability to mentor and guide junior support engineers.
• Flexibility to work rotational shifts, including evenings, weekends, and holidays.

Benefits & Perks

• Competitive compensation package.
• Fully remote role with global collaboration.
• Weekly rotating shifts (including night shifts) to support a worldwide client base.
• Learning & Development support for professional growth.
• Paid annual leave and sick leave.
• Company events and celebrations (online/offline).
• Anniversary and birthday gifts for employees.
• Career growth opportunities, including advancement into specialist or managerial roles.
• Supportive and inclusive environment that values teamwork and open communication.

In this role, you will play a vital part in ensuring customer satisfaction by resolving high-impact technical issues and contributing to the stability and performance of our systems. Your expertise will not only help solve customer challenges but also improve internal processes and knowledge across the support team.

Who we are

Your Bourse is a global company specializing in providing a comprehensive Platform-as-a-Service solution for FX, CFD, and crypto liquidity management, data analytics, reporting, and risk management. Our goal is to empower companies of all sizes and capacities, offering them the tools and technologies needed to thrive in the financial industry.

One of the key strengths of Your Bourse is our flexible and competitive pricing policy, along with bespoke packages tailored to individual requirements. We believe that every company should have the opportunity to benefit from our innovative tools and solutions in a way that suits their specific needs and objectives.

By partnering with Your Bourse, brokers gain access to liquidity from leading providers, enabling them to offer their clients a diverse and competitive trading environment. Additionally, our hosting services in Equinix data centers ensure reliable connectivity and lightning-fast execution.

At Your Bourse, we prioritize the growth and development of our team. We foster a motivating and goal-oriented environment where individuals have ample opportunities to learn and excel in their roles. We believe that by empowering our employees, we can collectively achieve great things.

If you are driven, motivated, and have a clear goal in mind, Your Bourse is the place where you can thrive and accomplish remarkable milestones. Join us on this exciting journey and unlock your full potential.