Customer Support Engineer (Trading Platform)

About GoCharting

GoCharting is one of the most advanced platforms for seeing and trading the markets. Traders use it to read price and volume through professional orderflow tools - footprint charts, volume profile, cumulative delta, DOM - to analyse the market and to place orders through their broker, all in the browser.

Our users are active traders in India, the US and around the world: from people learning to read orderflow to professionals who trade every session. 3M+ registered traders, PE-backed since 2025, profitable, with a mandate to scale 10x over four years.

The role

You'll be the person traders talk to when they need help with GoCharting - and the person who actually solves it.

The questions are rarely simple. A footprint chart looks different from what a trader expects. Data for a symbol is delayed. A broker connection drops just before the market opens. An order didn't go through. A subscription didn't renew. Behind each message is a trader who is in the middle of a session and is losing time or money while they wait.

Your job is to understand the product deeply enough to find the real cause, give a complete answer, and - when it's a bug - give our engineers everything they need to fix it. Over time, you become one of the people in the company who knows the product best and knows what traders struggle with.

What you'll do

Solve product questions end to end. Charts and indicators, orderflow tools, market data, broker connections and order execution, account and billing. Reproduce the problem in the platform yourself, check the obvious causes, and come back with an answer that closes the question.

Write answers that close the question. One complete, professional reply instead of several chat bubbles. You'll work to our Communication Standards - a short guide on tone, structure and what a complete answer looks like.

Explain the product to traders. Help people set up and read footprint charts, volume profile, DOM and other tools - clearly, in their terms, without a script.

Troubleshoot technical issues. Check what the trader sees, look at the browser console, compare accounts and settings, narrow it down before escalating.

Escalate bugs with evidence. Write bug reports an engineer can act on without asking a follow-up question: what the trader did, what happened, what was expected, environment, screenshots, whether it reproduces.

React fast during incidents. When data or the platform has a problem during market hours, flag it immediately and keep traders informed.

Turn repeated questions into knowledge. Write and improve help articles and saved replies, so the next trader with the same question gets the answer faster.

Be the trader's voice inside the company. Tag conversations properly and bring patterns to the team: what confuses traders, what breaks, what they keep asking for.

How we think about the work

Every action in the inbox has consequences down the line. A wrong tag hides a problem from the people who could fix it. A premature close brings the trader back angrier. A vague escalation costs an engineer an hour. We look for people who think about what happens next - to the trader, to the colleague who picks up after them, and to the team that receives the escalation.

You're probably a fit if

• You write excellent English - clear, calm and complete. This is the core of the job.
• You have 2+ years of customer-facing support for a technical product, ideally B2C SaaS or fintech, working a real inbox (chat, email, messaging).
• You like figuring out how things work. You can follow a UI, read an error, reproduce a problem and use browser DevTools at a basic level.
• You take ownership of a conversation until it's solved, not until it's handed off.
• Strong plus: you trade, or you've supported a trading, brokerage or market-data product. You know what a chart, an order book, a session and a broker connection are - and ideally you've used orderflow tools yourself.
• Nice to have: hands-on experience with a modern helpdesk (Intercom, Zendesk, Freshdesk or similar); writing help articles; Hindi and / or Tamil.
• Probably not a fit if
• You prefer ready-made scripts to understanding the product and the actual question.
• You see escalation as "passing the ticket on".
• Working hours
• We support traders across Indian and US market hours, so the team works in shifts, including evening and night shifts (remote), with weekend and public holiday shifts on a rotation. Shift, weekend and holiday work come with allowances.

Logistics

• Location: Chennai, India.
• Employment type: Full-time, Onsite/Hybrid.
• Reports to: Customer Support lead.
• If you've read this far, please start your answer to the first question with the word "Orderflow" - so we know you've read the whole description.