Technical Support Engineer (Middle)

About the Role

Spotware Systems, the company behind cTrader, is looking for a Technical Support Engineer to join our team in Limassol. If you enjoy investigating technical issues and helping people use software effectively, this role offers hands-on work with a fintech product and close collaboration with technical teams.

You will support our business clients and colleagues through YouTrack tickets and chats. This is an office-based position. After training, you will join a planned rotating shift schedule; the team provides 24/6 coverage, including Saturdays.

Responsibilities

• Investigate and resolve technical and product-related issues reported by clients and internal teams.

• Reproduce problems, analyse logs, check application behaviour and connectivity, and use SQL queries to support investigations.

• Manage support tickets and chats from the initial request through to resolution, keeping clients informed.

• Escalate issues with clear findings and reproduction steps, and work with technical teams to resolve them.

• Maintain support documentation and provide clear handovers between shifts.

• Build a practical understanding of our products and how clients use them.

Requirements

• 2+ years of relevant technical support experience with software or IT products, including hands-on troubleshooting.

• The ability to investigate issues independently, take ownership of cases and recognise when to escalate.

• Experience analysing logs and troubleshooting application and operating system issues.

• An understanding of networking fundamentals, including TCP/IP and DNS, and practical SQL skills for investigating support cases.

• English sufficient to understand and respond clearly to tickets and chats, plus conversational English for everyday communication with the team. 

• An organised approach to prioritising requests, documenting findings and following up on open issues.

• Availability to work from our Limassol office and join the rotating shift schedule after training.
  
  A plus

• Technical support experience with a broker, trading platform or another fintech business.

• Experience supporting API integrations, or familiarity with FIX, liquidity bridges, scripting or AI tools for troubleshooting.

• Familiarity with MT4/MT5. Hands-on administration experience is not required.

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.