Technical Support Engineer
Job Description
About Us
Instant Funding is an upcoming fintech company transforming the world of proprietary trading. Since our launch in 2021, we've become one of the fastest-growing firms in the industry—trusted by over 50,000 traders worldwide.
We empower skilled traders by providing access to virtual capital, enabling them to trade the markets and earn a share of the profits. Our innovative funding models include traditional evaluation challenges and our flagship Instant Funding approach, which we pioneered to offer unmatched flexibility, scalability, and freedom.
At our core is a global community of ambitious traders who believe that trading should reward skill—not unnecessary hurdles. As we continue to reshape the trading landscape, we're looking for passionate individuals to help build the future of fintech.
We operate a cutting-edge, cloud-based SaaS trading platform used by active traders worldwide to monitor, analyze, and manage their accounts in real time. Speed and reliability are our product; trust is our currency. We are the technical backbone for traders who cannot afford downtime.
The Role
We are looking for an experienced Technical Support Specialist who thrives in a high-velocity environment. You are not just answering FAQs; you are the first line of defense for technical troubleshooting.
You will be handling multiple concurrent live chat conversations with traders who need immediate answers. If you get overwhelmed by three blinking chat windows, this role is not for you. If you love solving real-time puzzles while keeping a cool head, we want you.
Key Responsibilities- High-Volume Live Chat: Manage 3+ concurrent live chats with a response time of under 60 seconds. Maintain a professional, concise, and helpful tone even during volume spikes.
- SaaS Troubleshooting: Diagnose and resolve technical issues related to connections, API delays, etc.
- Bug Reporting: Distinguish between User Error and actual Platform Bugs. Document technical glitches clearly (with logs/screenshots) for the Engineering team.
- Knowledge Base: Contribute to our Help Center by identifying gaps in our documentation and drafting articles for common technical queries.
- Experience: Minimum 3 years in a high-volume Live Chat Support role (SaaS or Tech background preferred).
- Chat Proficiency: Proven ability to handle multiple chats simultaneously without mixing up details or sounding robotic.
- Tech Savviness: You understand terms like Clear Cache, Latency, API, and Cloud Sync. You can quickly troubleshoot a web-based platform.
- Communication: Flawless written English. You can explain complex technical steps in simple, human language. (No BPO scripts like Kindly revert).
- Trading Knowledge: Familiarity with platforms such as MetaTrader (MT4/5), cTrader, or general trading terminology is a major plus, but not mandatory if you are a fast learner.
Typing Speed: You type 60+ WPM and know how to use keyboard shortcuts to fly through tickets.
This is a full-time contractor role. Candidates must be willing to work in rotational shifts, including night shifts and weekends, and must have their own laptop.