Technical Support Engineer - Weekend

As a Technical Support Engineer at BitGo, you provide "white glove" assistance to institutional clients via phone, email, and chat. You investigate technical issues, solve what you can, and escalate thoughtfully to internal teams. You work weekend hours in Bangalore, supporting BitGo's global custody, staking, and digital asset infrastructure business.

What you'll do

• Investigate client inquiries and provide "white glove" assistance via phone, email, or chat
• Provide first response to technical issues and solve where possible
• Properly triage and escalate unresolved issues to appropriate internal teams in an effective, tactical, and empathetic manner
• Track customer inquiries through to resolution, maintaining a timely cadence of communication
• Develop and maintain technical and non-technical playbooks
• Prioritize and manage several open inquiries at one time
• Maintain a high bar for client experience by setting an example through performance and work ethic
• Participate in an on-call rotation to handle high priority queues

What you bring

• A Computer Science or related bachelor's degree
• 2+ years of work experience in a technical support setting, preferably within financial institutions
• Strong problem-solving and troubleshooting skills
• Ability to navigate issue resolution with cross-functional teams
• Excellent communication skills, both verbal and written
• Working knowledge of Google apps, Slack, JIRA, Linear, Freshdesk, and AI tools
• Technical troubleshooting experience and comfort with command-line interfaces

What we offer

• Competitive salary
• IT equipment support for work
• Meal and commute allowance
• Medical Insurance
• Attractive well-being allowance covering medical, wellness, and fitness
• Complimentary snacks in the Bangalore office

About BitGo

BitGo (NYSE: BTGO) is the digital asset infrastructure company delivering custody, wallets, staking, trading, financing, stablecoins, and settlement services from regulated cold storage. Since 2013, BitGo has served thousands of institutions and millions of investors worldwide, including a federally chartered digital asset trust bank that is the first owned by a publicly traded company.

Working Hours (IST): Weekend shift: 4:30 AM - 4:30 PM IST (Saturday, Sunday); Weekday shift: 8:30 AM - 4:30 PM IST (Monday, Tuesday). This role requires working onsite at the Bangalore office.