Trade Nation Hiring! Full Time Junior Product Support Engineer in Federal Territory - Ricebowl

The Junior Product Support Engineer helps keep Trade Nation’s client-facing platforms stable, reliable, and performing well. Working closely with and reporting to the Product Support Engineer, this role supports production monitoring, issue triage, and incident response — acting as a first point of contact for platform issues during Asia-Pacific hours.

Based in Kuala Lumpur, the role extends platform support coverage across APAC time zones, complementing the UK team and improving out-of-hours responsiveness. This is a junior-level position, fully supported, with a clear path to grow into a full Product Support Engineer as platform knowledge and autonomy develop.

Who we are

Trade Nation is a global CFD and spread betting broker. We help traders make better decisions through clear market insights, transparent pricing and fairer approach to trading.

Since 2014, we’ve grown into a market-leading, low-cost broker with our headquarters in London and offices across Europe, South Africa, Asia-Pacific, and key offshore regions including the Caribbean and Indian Ocean. Our platform is available in 14 languages, making it accessible to traders worldwide.

Built on transparency and trust, and driven by our people, our focus is simple: helping customers trade more effectively. We do that by keeping costs low, cutting unnecessary complexity and using technology to put traders first.

Our commitments to each other

We have each other’s backs
There when we need each other the most.

We challenge each other
Be more creative, more curious, more bold

We thrive together
Taking our work to the next level

We form strong bonds
Through team building and social events

We don’t judge
Instead, we teach and are open to learning

We step up
Taking ownership and supporting each other to do the same

Requirements

Platform Monitoring & Incident Triage

• Monitor platform health using existing tooling (e.g. Grafana, Sentry, Jira automations) and flag anomalies early.
• Triage incoming platform issues raised by Customer Success, capturing accurate detail and routing them to the right team.
• Provide first response to platform incidents during APAC hours, escalating to the Product Support Engineer or relevant team where needed.
• Support post-incident reviews by gathering timelines and data, and contributing to root cause analysis.
• Help validate platform changes, including mobile and web features, through testing and checks.

Operational Support

• Act as a point of contact for platform issues during APAC working hours, keeping stakeholders informed.
• Track and update SLA performance on assigned tickets, working to meet response and resolution targets.
• Maintain accurate ticket data and statuses to support clean reporting and trend analysis.
• Keep Confluence documentation current as processes and workflows evolve.

Process Improvement & Development

• Contribute to improvements in operational workflows, automation, and documentation.
• Take part in the out-of-hours and emergency escalation rota as part of a shared, supported team, providing APAC coverage.
• Build technical knowledge of Trade Nation’s trading platforms and CFD products.
• Promote operational best practices, including incident readiness and security awareness.

Strategic Contribution (developing)

• Surface opportunities for platform optimisation, performance improvement, and risk reduction.
• Assist with data collection, reporting, and forecasting for product support.
• Support research and evaluation of monitoring and operational tooling.

Qualifications

• Some exposure to technical support, IT, or platform operations — through work, study, or internships. Formal experience is welcome but not essential for the right candidate with strong aptitude.
• Understanding of, or genuine willingness to learn, incident management and triage workflows.
• An interest in fintech, trading, or financial products is a plus, though not required.
• Good communication and organisational skills, especially across teams and time zones.
• Familiarity with monitoring, ticketing, or alerting tools (e.g. Jira, Grafana, Sentry) — or eagerness to get up to speed quickly.
• Proactive, ownership-driven mindset with a focus on follow-through.
• Comfortable working in a fast-paced, evolving technical environment.
• Fluent professional English. Based in Kuala Lumpur and able to work core APAC hours.

Growth path

This role is designed to develop. With strong performance, the Junior Product Support Engineer can progress into a full Product Support Engineer, taking on broader ownership of monitoring, incident response, and optimization work over time.