Technical Support Specialist (L1/L2, fintech/crypto)
ABOUT FIRST CRYPTO EXCHANGE LLC
First Crypto Exchange LLC (FCE) is a digital asset trading platform enabling individuals and institutions to buy, sell, and manage cryptocurrencies securely and efficiently. FCE operates under a VARA license in Dubai, UAE.
FCE is building a trusted, well-governed exchange with strong market infrastructure, financial controls, regulatory compliance, and operational transparency.
JOB OVERVIEW
We are looking for a Technical Support Specialist (L1/L2) to become the first point of contact for FCE clients and bridge customer issues with Product, Engineering, and Compliance teams.
The key objective of the role is to resolve customer issues quickly, identify technical problems, and turn complex cases into clear, actionable tickets for engineers.
You will work directly with customers through Intercom and email, supporting them across the full client journey - from registration and KYC to deposits, trading, and withdrawals.
KEY RESPONSIBILITIES
- Handle L1/L2 customer requests via Intercom and email, maintaining SLA and high-quality communication.
- Troubleshoot issues across KYC, fiat transfers, crypto deposits/withdrawals, OTC trades and account access.
- Analyze admin-panel statuses and logs to identify whether an issue is related to the client, platform, or external provider.
- Create clear, reproducible bug reports in Linear with steps, environment details, screenshots, and relevant evidence.
- Coordinate complex cases with Engineering, Product, and Compliance.
- Support clients during the migration from Crassula to FinCore, including increased support volume during the cutover period.
- Follow compliance and data-protection procedures, including customer verification and account-recovery processes.
- Maintain and improve support macros, FAQs, and knowledge-base content.
- Use AI tools such as ChatGPT or Claude for response drafting, log analysis, knowledge-base maintenance, and initial ticket classification.
QUALIFICATIONS & SKILLS
- 2+ years of experience in customer or technical support for a fintech, crypto, exchange, broker, neobank, or payment product.
- Strong understanding of the customer lifecycle: registration → KYC → deposit → exchange → withdrawal.
- Practical crypto knowledge: ERC-20, TRC-20, BTC networks and addresses, transaction confirmations, network fees, wrong-network transfers, and transaction statuses.
- Understanding of fiat payments, including bank transfers, IBAN, rejected payments, and settlement timelines.
- Strong technical troubleshooting skills and ability to read logs and admin-panel statuses.
- Experience with Intercom, Zendesk, Freshdesk, or similar support platforms.
- Experience managing queues, tags, macros, SLAs, email support, and knowledge bases.
- Ability to write structured, reproducible technical tickets for engineers.
- Strong English - written communication is essential.
- Russian - international team language.
- Compliance-minded approach: understands the limits of customer support communication around KYC, account restrictions, complaints, and personal data.
- Comfortable working in Dubai business hours: 10:00–18:00 GMT+4, Monday–Friday, with extended coverage during migrations and major releases.
- Comfortable integrating AI tools into daily support workflows and working in an environment where routine support is increasingly automated.
WOULD BE A PLUS
- Experience supporting a large-scale customer migration between platforms.
- Experience with Sumsub or similar KYC providers.
- Ability to write clear Help Center articles and FAQs.
- Basic SQL knowledge.
- Understanding of how operating as a VARA-licensed broker-dealer affects customer communication and support processes.
- Arabic language skills.
WORKING CONDITIONS & BENEFITS
- Employment: Full-time
- Location: Remote
- Working hours: Dubai business hours, 10:00–18:00 GMT+4
- Reporting to: Product Owner
- Collaboration: Engineering, Product, and Compliance
- Vacation: 20 working days per year
- Sick Leave: 10 days per year
- Days Off: 5 days per year
- Public Holidays: 8–10 days per year, depending on the applicable holiday calendar
- Compensation: Competitive, based on experience and expertise