Institutional Support Specialist

About the role

We are looking for an Institutional Support Specialist to provide technical and operational assistance to our institutional and B2B clients across trading platforms, FIX connectivity and bridge solutions. You will be the primary day‑to‑day support contact and help evolve our support procedures and service standards.

Key responsibilities

• Support institutional and B2B clients on MT4/MT5, FIX API, trading portals and account services.
• Troubleshoot first‑line issues using PrimeXM, Your Bourse or similar bridge platforms, reviewing connectivity logs and execution records.
• Coordinate investigations with Trading Operations, Dealing, Risk, Technology, Compliance and Payments.
• Maintain ownership of client cases, providing clear updates until resolution.
• Assist with institutional onboarding, connectivity testing and go‑live readiness.
• Handle authorized requests related to accounts, groups, symbols, permissions, commissions and rebates.
• Contribute to support procedures, escalation flows, troubleshooting guides and client communication standards.
• Identify recurring issues and suggest process or system improvements.

Required profile

• 2–3 years of experience in institutional support, trading operations, brokerage operations or fintech support.
• Background in forex, CFDs, multi‑asset brokerage, liquidity or trading technology.
• Strong troubleshooting, communication and case‑management abilities.
• Excellent written and spoken English.

Required skills

• Practical knowledge of PrimeXM, Your Bourse or comparable bridge platforms.
• Working knowledge of MT4/MT5.
• Understanding of FIX connectivity.
• Familiarity with execution, pricing, spreads, swaps, slippage, latency, rejects, margin and leverage concepts.

What we offer

• Competitive salary package.
• Residence visa coverage including qualified dependents.
• Medical insurance coverage including qualified dependents.