Technical Support Specialist, Level 2

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November 25

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Your Bourse

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Fintech • B2B • Trading

Your Bourse is a specialized trading technology provider that offers tailored solutions for both retail and institutional brokers. The company's platform enables seamless integration with popular trading systems like MT4 and MT5, allowing clients to enhance their trade flow management, reduce latency, and access advanced risk management tools. With a strong focus on profitability and scalability, Your Bourse supports brokers in maximizing their earnings through optimized order processing and customized liquidity solutions.

11 - 50 employees

Founded 2017

💳 Fintech

🤝 B2B

📋 Description

• 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.