L1 Technical Support Agent (Remote,US Hours)

Location: 100% remote
Schedule: Shift-based, covering US time zones
Type: Full-time
About Us
[Company name] builds [one-line description of the product, e.g. “professional trading software used by traders in crypto, stocks, and futures markets”]. We’re a fully remote team of around 100 people across many countries, and our customers trade around the clock. As we grow, we’re expanding our support team to give our US customers fast, knowledgeable help during their trading hours.
The Role
As our Level 1 Technical Support Agent, you’ll be the first point of contact for customers worldwide. You’ll help traders get the most out of our software, troubleshoot issues, and make sure every question reaches the right answer, whether you solve it yourself or bring in the right colleague.
What You’ll Do
Respond to customer questions and technical issues via live chat and email, and occasionally by phone
Troubleshoot functional and technical problems independently and resolve them wherever possible
Escalate complex cases to the right team with clear, well-documented information
Guide customers through product features, setup, and configuration
Log and track tickets accurately in our support system
Share recurring customer feedback and issues with the product and engineering teams
What You’ll Bring
Experience in customer support, ideally for software or SaaS products
Genuine interest in technology and the ability to learn complex software quickly
Excellent written and spoken English
A solution-focused mindset and a calm, patient approach with customers
A structured, organized way of working, including during busy periods
Willingness to work shifts aligned with US time zones
A team player who takes ownership and follows through
Nice to Have
A background in Computer Science, Economics, Finance, or a related field
Interest or experience in trading financial instruments (crypto, stocks, futures, etc.)
Fluency in a second language
What We Offer
Fully remote work, from wherever you do your best work
Paid annual leave and sick leave
Equipment and software reimbursement, with flexible options to suit your setup
Professional development, including language courses and training programs
A collaborative, international team and a supportive culture
Our Hiring Process
Short questionnaire: after you apply, shortlisted candidates receive a brief questionnaire.
Paid test task: candidates who move forward complete a short, paid practical task.
Interview: you’ll meet members of our team to talk about the role and get to know us.

Work arrangement
Yes