Technical Support Specialist

What You'll Do

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 friendly, professional support via phone, email, and chat
• Guide customers through troubleshooting steps using clear, verbal instructions tailored to their skill level
• Document all 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 & User Education

• Assist with platform navigation, customization, and workspace optimization
• Guide users through settings, preferences, and configuration options
• Help customers transition seamlessly 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 Product Content team to improve help documentation

Who You Are

Experience

• 1-3 years in customer service, support, help desk, or technical support role
• Experience supporting users across multiple operating systems and devices
• Familiarity with ticketing systems (JIRA, Confluence, Salesforce) preferred
• Financial services or trading platform experience a plus but not required
• Genuine curiosity and drive to learn about financial services

Technical Skills

• Strong proficiency with Mac, Windows, iOS, and Android operating systems
• Understanding of networking concepts (DNS, IP addressing, ports, firewalls, VPNs)
• Knowledge of web browsers (Chrome, Safari, Firefox, Edge) including settings and developer tools
• Familiarity with monitors, cables (HDMI, DisplayPort, USB-C, Lightning), and peripherals
• Ability to read error logs and diagnostic information

Communication & 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
• Adaptable and quick learner

Tools

• Proficient with Salesforce, Microsoft 365, JIRA, and Slack
• Remote support tools for screen sharing
• Fast typing skills (minimum 50 WPM)

Compensation & Benefits

• Salary Range: $55,000-$65,000
• Discretionary performance bonus: 5-10% of base salary
• Performance Bonuses
• Stock Purchase Options
• 401k Plan
• Medical/Dental/Vision Benefits
• 20 Paid Vacation Days (plus an additional paid vacation day the month of your birthday!)
• 10 Paid Sick Days
• Gym Membership Reimbursement
• Commuter Benefits
• Pet Insurance
• Wellness & Mental Health Programs
• Charitable Donation Matching
• Two Paid Volunteer Days Off
• Daily catered lunch when in the office
• Full kitchen with snacks and beverages
• In-building gym
• Shuttle to/from Metra