Fireblocks is hiring a
Frontline Support Engineer

Summary

Join the fast-paced world of navigating the shifting landscape of regulations for cryptocurrency and DeFi as a Technical Support Engineer. As a Technical Support Engineer, you will deal with the most challenging and complex problems in the Defi and Web 3.0 space.

Requirements

• At least 1-2 years experience as a Technical Support Engineer (or a similar role)
• Ability to work under high pressure and troubleshoot with effective time management
• Work ethics/ability to work unorthodox hours in case needed
• API implementation and debugging
• Excellent communications skills, both oral and written
• Excellent troubleshooting and analytical skills

Responsibilities

• Owning problems through to resolution using all available resources at your disposal
• Provide real-time support using Slack and remote troubleshooting during US time zone (US East and US West)
• Deliver best-in-class technical support for Fireblocks's SaaS platform
• Escalate technical issues to the Senior Support Team as required
• Collaborate with the Senior Support team during outage situations and participate in war room calls
• Adoption and adherence to business processes and policies
• Handle customer queries and escalations professionally with meticulous case management and documentation

Preferred Qualifications

• BS/BA degree in Computer Science or equivalent field
• Prior experience supporting SaaS-based products or relevant experience in financial services, technology, and/or technical support
• Knowledge of Databases, Kibana, Grafana, OpenSearch, Scripting (Python/Perl/Bash/Javascript) or LogStash
• Understanding of cryptographic algorithms utilized by public blockchain networks (e.g., elliptic curve, symmetric and public key cryptography, hashing, and other cryptography-related topics)