Institutional Support Specialist

About The Company

Our company is a trading broker based in Dubai, committed to empowering traders and Introducing Brokers (IBs) globally. We offer a comprehensive suite of trading options in various markets, supported by cutting-edge technology and a focus on regulatory compliance. Our approach emphasizes innovation, transparency, and client trust, with a dedicated team providing personalized support and insights.

About the Role

We are seeking an Institutional Support Specialist to provide technical and operational support to our institutional and B2B clients across trading platforms, FIX connectivity and bridge solutions.

The successful candidate will act as the primary day-to-day support contact for institutional clients and contribute to the continued development of institutional support procedures, escalation workflows and service standards.

Key Responsibilities

• Support institutional and B2B clients across MT4/MT5, FIX API, trading portals and account services.
• Perform first-line troubleshooting using PrimeXM, Your Bourse and comparable bridge or aggregation platforms.
• Review connectivity issues, rejection messages, execution records and trading logs before escalation.
• Coordinate investigations with Trading Operations, Dealing, Risk, Technology, Compliance and Payments.
• Maintain ownership of client cases and provide clear updates through to resolution.
• Support institutional onboarding, connectivity testing and go-live readiness.
• Coordinate, authorized requests relating to accounts, groups, symbols, permissions, commissions and rebates.
• Contribute to the development of support procedures, escalation flows, troubleshooting guides and client communication standards.
• Identify recurring issues and recommend process or system improvements.

Requirements

• 2–3 years of experience in institutional support, trading operations, brokerage operations or fintech support.
• Experience within forex, CFDs, multi-asset brokerage, liquidity or trading technology.
• Practical knowledge of PrimeXM, Your Bourse or comparable bridge platforms.
• Working knowledge of MT4/MT5 and FIX connectivity.
• Understanding of execution, pricing, spreads, swaps, slippage, latency, rejects, margin and leverage.
• Strong troubleshooting, communication and case-management skills.
• Excellent written and spoken English.

Perks

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