Front Line Support Engineer - East Coast

As a Front Line Support Engineer at Fireblocks, you join a platform trusted by major financial institutions, banks, and Web3 companies to provide the simplest and most secure way to work with digital assets. You act as the first point of contact for customers, resolving complex issues with empathy, precision, and urgency, ensuring they succeed with our SaaS platform.

This role operates on a 24/7 schedule including weekends and holidays. Your fixed schedule will be Monday through Friday, 11:00 AM to 8:00 PM US-Eastern, with potential weekend shifts (Tuesday through Saturday or Sunday through Thursday) as business needs dictate. During an initial training period of approximately 90 to 180 days, you may be scheduled for rotating weekend shifts on Saturdays or Sundays, 11:00 AM to 8:00 PM US-Eastern. Please note these hours are subject to change based on business needs.

What you'll do

• Serve as a trusted advisor and advocate for customers, managing inquiries with empathy and efficiency
• Provide real-time support via Slack and other communication tools, ensuring timely and accurate resolutions
• Deliver outstanding technical support for Fireblocks' SaaS platform, going above and beyond to address customer needs
• Escalate and collaborate on complex issues with the Senior Support Team, ensuring seamless resolution and customer satisfaction
• Proactively identify and resolve recurring issues, contributing to process improvements and enhancing the customer experience
• Manage cases meticulously, maintaining clear and detailed documentation throughout the support process
• Communicate effectively during critical incidents, participating in war room calls and keeping customers informed with timely updates
• Embrace and adhere to business processes and policies while suggesting improvements to enhance the customer journey

What you bring

• 1 to 2 years of experience in a customer support or similar role, with a passion for delivering exceptional service
• Strong troubleshooting skills with the ability to work under pressure and prioritize customer needs effectively
• Exceptional written and verbal communication skills, demonstrating professionalism and empathy in all interactions
• Proven ability to build strong relationships with customers, acting as a trusted advisor and advocate for their needs
• A customer-first mindset, ensuring that resolutions align with customer success and satisfaction
• Demonstrated experience in managing and resolving complex issues with a proactive and collaborative approach
• Ability to adapt quickly to changing customer needs and prioritize tasks to meet expectations
• Commitment to continuous learning and staying updated on the latest industry trends and technologies

Nice to have

• A Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent experience
• Previous experience supporting SaaS-based solutions or working in the financial services or technology sectors
• Familiarity with databases, scripting languages such as Python or JavaScript, and tools like Coralogix, Kibana, Grafana, and LogStash
• Understanding of blockchain technologies and cryptographic principles used in public blockchain networks
• Proven ability to work collaboratively in a team-oriented environment to solve customer challenges

What we offer

• Base salary range of $90,000 to $95,000
• Target bonus, a competitive equity grant, and generous benefits

About Fireblocks

Fireblocks is a platform and network trusted by major financial institutions including BNY Mellon, BNP Paribas, and ANZ Bank, as well as globally-recognized brands and Web3 companies, to provide the simplest and most secure way for companies to work with digital assets.