Customer Support Engineer

About the Role

Spotware Systems is looking for a strong team player with excellent communication skills and the desire to provide premium service and support, to join our office in Limassol. You will be providing support and assistance to clients and colleagues related to the technical and functional aspects of our products. You should be adaptable to the day-to-day requirements of the business, with the ability to take the initiative when required.

Responsibilities

• Working as part of a team of like-minded individuals to provide exceptional levels of B2B support at all times.
• Investigating issues raised by clients or internal teams, and providing satisfactory resolution where possible, or escalating according to requirements.
• Liaising with clients, internal teams, and third parties in order to see tasks through to resolution.
• Creating and maintaining documentation for use both internally and externally.
• You will be expected to develop a strong understanding of both Forex and the platform, in order to provide the best possible service to both clients and colleagues.

Requirements

• 4+ years' experience in technical support within a brokerage or fintech environment
• Good knowledge of MT4/MT5 platforms (manager and admin), including plugins and gateways
• Good knowledge of liquidity bridges (e.g. oneZero, PrimeXM, Centroid).
• Knowledge of SQL, including the ability to write, understand, and troubleshoot queries for data analysis and issue investigation.
• Experience providing Operating System and application-level support.
• Strong problem-solving and investigation skills.
• Good English.
• Comfortable using AI tools in day-to-day work to improve efficiency, problem-solving, and the quality of results.
• Excellent organizational skills, and the ability to prioritize and manage workload.
• Strong numerical and analytical skills.
• Ability to work on a 24/6 weekly shift rotation is essential (after the training period).
• A plus to have:
• Experience working with or supporting API integrations.
• Knowledge of the FIX protocol.
• Programming or scripting skills will be a plus.

Conditions

• 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 basic guidance on everyday matters, accommodation, banking, and healthcare.
• A comfortable office environment with fresh fruits 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 to celebrate the arrival of a child.
• Birthday voucher.
• Partial compensation for sports activities and wellness initiatives.
• Greek language classes.