Technical Support Specialist, L2
Your Bourse
full-time
Posted on:
Location Type: Remote
Location: United Kingdom
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About the role
- 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 optimisation.
- 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; and 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, Jira Service Desk, Opsgenie, Confluence).
- Familiarity with cloud platforms such as Google Cloud Platform or AWS is an advantage.
- Ability to mentor and guide junior support engineers.
- Flexibility to work rotational shifts, including evenings, weekends, and holidays.
Benefits
- Competitive compensation package.
- Fully remote role with global collaboration.
- Working hours: Monday to Friday, primarily 22:00–06:00 UTC, with rotation as needed.
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingdiagnosingserver configurationperformance optimisationsystem administrationWindows ServerLinux operationsAPI integrationnetwork configurationMetaTrader 4/5 administration
Soft Skills
analytical skillsproblem-solving skillscustomer focusempathycommunication skillsmentoringguidanceknowledge sharingindependent workflexibility