# Technical Support Specialist

**Company:** [tastytrade](https://hotfix.jobs/companies/tastytrade)
**Location:** Chicago, IL
**Role:** Support Engineering
**Salary:** $55k – $65k/yr
**Experience:** 1+ years
**Skills:** mac, Windows, iOS, Android, Linux, DNS, vpn, firewalls, Jira, Confluence, Salesforce, microsoft 365, Slack, two-factor authentication, network troubleshooting
**Posted:** 2026-08-10

> Provides frontline technical support for a trading platform across desktop, web, and mobile environments. The role requires 1–3 years of support experience, strong operating-system and networking knowledge, and the ability to document and escalate issues effectively.

## Job Description

## Responsibilities

### Technical Troubleshooting
- Diagnose and resolve hardware and software issues across Mac, Windows, iOS, Android, and Linux.
- Troubleshoot platform access, login problems, two-factor authentication, and connectivity issues.
- Resolve network problems, VPN configurations, firewall settings, and ISP conflicts.
- Assist with software installation, updates, and version compatibility.
- Troubleshoot display issues, multi-monitor setups, data feeds, and order entry system errors.

### Customer Support
- Provide professional support via phone, email, and chat.
- Guide customers through troubleshooting steps with clear instructions tailored to their skill level.
- Document interactions thoroughly in Salesforce.
- Manage multiple support channels while maintaining high-quality service.
- Escalate complex issues to Trade Desk Representatives or Engineering when needed.

### Platform and User Education
- Assist with platform navigation, customization, and workspace optimization.
- Guide users through settings, preferences, and configuration options.
- Help customers transition between desktop, web, and mobile platforms.

### Engineering Collaboration
- Create detailed JIRA tickets for bugs, feature requests, and functionality issues.
- Document technical issues with reproduction steps, screenshots, and error messages.
- Identify patterns in customer issues and communicate systemic problems to Engineering.
- Test platform updates in staging environments.
- Collaborate with the Product Content team to improve help documentation.

## Requirements

### Experience
- 1–3 years of experience in customer service, support, help desk, or technical support.
- Experience supporting users across multiple operating systems and devices.
- Familiarity with ticketing systems such as JIRA, Confluence, and Salesforce is preferred.
- Financial services or trading platform experience is a plus.
- Curiosity and willingness to learn about financial services.

### Technical Skills
- Strong proficiency with Mac, Windows, iOS, and Android operating systems.
- Understanding of DNS, IP addressing, ports, firewalls, and VPNs.
- Knowledge of Chrome, Safari, Firefox, and Edge, including browser settings and developer tools.
- Familiarity with monitors, cables, and peripherals.
- Ability to read error logs and diagnostic information.
- Proficiency with Salesforce, Microsoft 365, JIRA, and Slack.
- Familiarity with remote support tools for screen sharing.
- Fast typing skills, with a minimum speed of 50 WPM.

### Communication and Problem-Solving
- Exceptional verbal and written communication skills.
- Ability to explain technical concepts clearly to non-technical users.
- Active listening, patience, and empathy with frustrated customers.
- Strong analytical and systematic troubleshooting approach.
- Detail-oriented with excellent documentation skills.
- Adaptability and willingness to learn quickly.

## Compensation and Benefits
- Salary range: **$55,000–$65,000**.
- Discretionary performance bonus of **5–10% of base salary** based on individual and company performance.
- Stock purchase options.
- 401(k) plan.
- Medical, dental, and vision benefits.
- 20 paid vacation days, plus an additional paid vacation day during the employee's birthday month.
- 10 paid sick days.
- Gym membership reimbursement and in-building gym.
- Commuter benefits and shuttle to/from Metra.
- Pet insurance.
- Wellness and mental health programs.
- Charitable donation matching.
- Two paid volunteer days off.
- Daily catered lunch and an office kitchen with snacks and beverages.

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