About Tradesyncer
Tradesyncer is the world’s most advanced cloud-based trade copier for futures trading, trusted by traders and prop firms across the USA, Canada, and worldwide.
Our platform synchronizes trades, manages risk, and journals performance across multiple brokers — including Tradovate, Rithmic, ProjectX, NinjaTrader, and more.
We’re hiring a 2nd Line Support Specialist to ensure our customers get fast, accurate, technical support during global trading hours.
Your Role
You’ll be the technical escalation point for complex customer issues — the person who can reproduce problems, analyze behavior, confirm root causes, and coordinate solutions across Support, Product, and Engineering.
Key Responsibilities
• Handle escalations from 1st line support and resolve complex issues efficiently
• Investigate trade synchronization issues, broker connectivity problems, and platform behavior discrepancies
• Perform root-cause analysis using internal tooling and available system signals
• Create clear bug reports and work closely with Engineering through resolution and validation
• Communicate with customers clearly and professionally, providing updates, workarounds, and next steps
• Maintain internal documentation (runbooks, known issues, troubleshooting guides)
• Support incident workflows: triage, severity assessment, and post-incident follow-ups
Requirements
• 1+ year in 2nd line support / technical support / application support (SaaS or fintech preferred)
• Strong troubleshooting mindset — you enjoy digging into technical details and edge cases
• Experience using customer support platforms like Intercom (or similar tools)
• Experience working in the prop firm or trading industry
• Understanding of trading concepts (accounts, orders, executions, latency, permissions)
• Familiarity with Tradovate, Rithmic, NinjaTrader, ProjectX or similar ecosystems
• Strong written and spoken English
• Reliable, self-driven, and able to manage priorities in a remote environment
What We Offer
• Competitive compensation based on experience
• Full remote flexibility and ownership-driven culture
• Opportunity to work on fintech infrastructure used daily by thousands of active traders
• Direct impact on product quality, reliability, and customer experience
• A fast-moving, collaborative, and results-driven team
📩 Apply now with your CV or LinkedIn to: [email protected]
Subject: 2nd Line Support — Asia Shift