About Tradesyncer
Tradesyncer is the world's most advanced cloud-based trade copier for futures trading, trusted by traders and prop firms across the United States, Canada, and around the world.
Our platform synchronizes trades, manages risk, and journals performance across multiple broker ecosystems — including Tradovate, Rithmic, ProjectX, NinjaTrader, and more.
We're hiring a 2nd Line Support Specialist to ensure our customers receive fast, accurate, and technical support throughout US trading hours.
Your Role
You'll be the technical escalation point for complex customer issues — the person who can reproduce problems, analyze platform behavior, identify root causes, and coordinate solutions across Support, Product, and Engineering teams.
Key Responsibilities
Handle escalations from 1st Line Support and resolve complex customer issues efficiently
Investigate trade synchronization issues, broker connectivity problems, and platform behavior discrepancies
Perform root-cause analysis using internal tools and available system signals
Create clear bug reports and collaborate closely with Engineering through resolution and validation
Communicate with customers professionally, providing updates, workarounds, and next steps
Maintain internal documentation, including runbooks, troubleshooting guides, and known-issue articles
Support incident management workflows, including triage, severity assessment, and post-incident follow-ups
Requirements
1+ year of experience in 2nd Line Support, Technical Support, or Application Support (SaaS or fintech preferred)
Strong troubleshooting mindset with the ability to investigate technical issues and edge cases
Experience using Intercom or similar customer support platforms
Experience working within the prop trading, futures trading, or fintech industry
Understanding of trading concepts such as accounts, orders, executions, latency, and permissions
Familiarity with Tradovate, Rithmic, NinjaTrader, ProjectX, or similar trading ecosystems
Excellent written and spoken English communication skills
Self-motivated, reliable, and capable of managing priorities in a fully remote environment
What We Offer
Competitive compensation based on experience
Fully remote work environment with flexibility and ownership
Opportunity to support infrastructure used daily by thousands of active traders
Direct impact on product quality, reliability, and customer experience
Collaborative, fast-moving, and results-driven team culture
📩 Apply now with your CV or LinkedIn profile: [email protected]