About the Role
The company is looking for an experienced Customer Support Engineer to join our team in Limassol, Cyprus. You will support B2B clients and colleagues across the technical and functional aspects of our products, helping investigate and resolve issues in a fast-moving brokerage environment.
This role will suit someone who enjoys getting to the root of complex problems, takes ownership from the first report through resolution, and communicates clearly with both technical and non-technical stakeholders.
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Responsibilities
- Provide high-quality B2B technical and functional support to clients.
- Own and investigate reported issues, resolving them where possible or escalating them with clear evidence and context.
- Use logs, SQL, system behaviour, and application-level analysis to isolate root causes and determine next steps.
- Diagnose issues involving MT4/MT5 environments, plugins, gateways, liquidity bridges, operating systems, and applications.
- Coordinate with clients, internal teams, and third parties, keeping stakeholders informed and driving issues through to resolution.
- Create and maintain clear documentation for both internal and external use.
- Continuously deepen your knowledge of forex and our platform while contributing to improvements in support quality and processes.
Requirements
- 3+ years of experience in technical support within a brokerage or fintech environment.
- Good working knowledge of MT4/MT5 Manager and Administrator terminals, including plugins and gateways.
- Good working knowledge of liquidity bridges such as oneZero, PrimeXM, Centroid, or similar solutions.
- Practical SQL skills, including the ability to write, understand, and troubleshoot queries for data analysis and issue investigation.
- Experience providing operating-system and application-level support.
- Strong problem-solving and investigation skills, supported by a structured and analytical approach.
- Strong working proficiency in written and spoken English.
- Comfort using AI tools in day-to-day work to improve efficiency, problem-solving, and the quality of results.
- Excellent organisational skills, with the ability to prioritise and manage your workload effectively.
- Strong numerical and analytical skills.
- Willingness to join a planned rotating shift schedule after training; the team provides 24/6 coverage, including Saturdays.
Nice to Have
- Experience working with or supporting API integrations.
- Knowledge of the FIX protocol.
- Programming or scripting skills in any language.
Benefits
- Competitive salary.
- Private medical insurance.
- Relocation support (if applicable), including an entry permit, relocation bonus, flight tickets, and airport pickup.
- Support with settling into life in Cyprus, including accommodation, banking, healthcare, and everyday guidance.
- Comfortable office environment with fresh fruit every day, treats or pizza on Wednesdays, and snack day on Fridays.
- Fair remuneration based on your experience, skills, and level of responsibility.
- Welcome Baby Bonus and Baby Box.
- Birthday voucher.
- Partial compensation for sports activities and wellness initiatives.
- Greek language classes.
