Platform Support Specialist

Platform Support Specialist

The Platform Support Specialist provides frontline technical assistance and client support for Topstep Brokerage's proprietary trading platform. This role is essential to ensuring a seamless client experience through expert troubleshooting, platform education, and collaboration across technology, operations, and trade desk teams.

At Topstep, we trust our team to take accountability and drive results while fostering an environment of continuous learning and collaboration.

Key responsibilities include:

• Provide technical assistance for platform onboarding, setup, and troubleshooting, ensuring professional and timely client support.
• Serve as an internal escalation point for complex technical issues; collaborate with the Trade Desk and Technology teams to resolve system-related concerns.
• Monitor platform performance (latency, outages, anomalies) and escalate findings to the Director of Operations for coordination with IT and external vendors.
• Maintain detailed records of customer interactions, issues, and resolutions in CRM and ticketing systems for audit and quality review.
• Identify recurring technical problems and communicate themes to leadership to support platform enhancements and improved user experience.
• Stay current on platform updates, regulatory requirements, and support best practices.
• Educate clients on platform functionality and features while refraining from providing trading or suitability advice.
• Participate in business continuity and disaster recovery (BCDR) testing and incident management drills.
• Collaborate cross-functionally with Compliance, Operations, and the Trade Desk to ensure consistent, compliant service delivery.
• Capture and classify issue types to support monthly reporting on platform health and client experience trends.

Required qualifications and key competencies include:

• Fluency in Spanish or Portuguese is preferred.
• 3+ years of experience supporting proprietary or electronic trading platforms (e.g., CQG, TradingView, TT, T4, or similar).
• Understanding of order types, market connectivity, and back-end integrations with clearing partners.
• Proficiency with CRM and ticketing systems; experience with Google Workspace.
• Strong analytical, problem-solving, and troubleshooting skills.
• High attention to detail, accountability, and ability to operate under time-sensitive conditions.
• Excellent written and verbal communication; ability to explain complex technical issues clearly and empathetically.
• Ability to thrive in a fast-paced, regulated environment and collaborate effectively across teams.

Mathematical skills include ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning ability includes ability to apply common sense understanding to carry out written or oral instructions. Ability to deal with problems involving concrete variables in standardized situations. Ability to solve practical problems via a logical, analytic approach.

Computer skills include knowledge of electronic equipment, intermediate PC skills, knowledge of internet software and proficiency. Familiarity with Google Drive and Google Docs is a must. Computer experience/operation is required. Must have the ability to operate general office equipment.

Other skills and abilities include ability to multitask. Ability to work in a fast-paced environment. Strong time management and organizational skills. Ability to work under dynamic schedule constraints and consistently meet deliverable timelines.

Company culture and perks include:

• Topstep is an engaging working environment which ranges from fully remote to hybrid. We foster a culture of collaboration with cameras on during meetings and a robust Slack environment for communication.
• 10 company paid holidays and generous family leave. Paid time off is accrued monthly.
• Competitive 401(k) matching, health, dental, and vision insurance is offered for full-time employees.
• Vacations are encouraged with a bonus for taking 5 consecutive days. Employee referrals are bonused. Topstep offers a food and groceries budget and contributes towards health and wellness.

New hire base salary range:

• $60,000-80,000
• Bonus: This position is eligible for a performance-based bonus as provided by the plan terms and governing documents.
• The compensation offered will take into account internal compensation structure and may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors.

Equal Opportunity Employer

Topstep is an Equal Opportunity Employer. We are committed to fostering an inclusive environment where all employees and applicants are valued. All qualified candidates will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or veteran status, in compliance with applicable federal, state, and local laws.

Interested in the role? Apply today with your resume and cover letter!

At this time immigration sponsorship is not available for this position (including H-1B, STEM OPT training plans, etc.).