L1 Technical Support Agent (Remote,US Hours)

Location: 100% remoteSchedule: Shift-based, covering US time zonesType: Full-timeAbout UsBookmap is a trading platform that gives traders a detailed, real-time view of market liquidity and order flow through our signature heatmap.

Founded in 2015, we support stocks, futures, and cryptocurrencies and serve active day traders, proprietary trading firms, and quantitative analysis teams. We’re a fully remote team of around 100 people, and as we grow, we’re expanding our support team so US traders get fast, knowledgeable help during their trading hours.The RoleAs 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 DoRespond to customer questions and technical issues via live chat and email, and occasionally by phoneTroubleshoot functional and technical problems independently and resolve them wherever possibleEscalate complex cases to the right team with clear, well-documented informationGuide customers through product features, setup, and configurationLog and track tickets accurately in our support systemShare recurring customer feedback and issues with the product and engineering teamsWhat You’ll BringExperience in customer support, ideally for software or SaaS productsGenuine interest in technology and the ability to learn complex software quicklyExcellent written and spoken EnglishA solution-focused mindset and a calm, patient approach with customersA structured, organized way of working, including during busy periodsWillingness to work shifts aligned with US time zonesA team player who takes ownership and follows throughNice to HaveA background in Computer Science, Economics, Finance, or a related fieldInterest or experience in trading financial instruments (crypto, stocks, futures, etc.)Fluency in a second languageWhat We OfferFully remote work, from wherever you do your best workPaid annual leave and sick leaveEquipment and software reimbursement, with flexible options to suit your setupProfessional development, including language courses and training programsA collaborative, international team and a supportive cultureOur Hiring ProcessShort 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.