L1 Technical Support Agent (Remote,US Hours)

Location: 100% remote Schedule: Shift-based, covering US time zones Type: Full-time About Us Bookmap 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 Role As 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 Do Respond to customer questions and technical issues via live chat and email, and occasionally by phone Troubleshoot functional and technical problems independently and resolve them wherever possible Escalate complex cases to the right team with clear, well-documented information Guide customers through product features, setup, and configuration Log and track tickets accurately in our support system Share recurring customer feedback and issues with the product and engineering teams What You’ll Bring Experience in customer support, ideally for software or SaaS products Genuine interest in technology and the ability to