Frontline Support Engineer

Summary

Join Fireblocks's newly formed Americas Support team as a Technical Support Engineer and navigate the dynamic world of cryptocurrency and DeFi regulations. You will tackle complex problems in the DeFi and Web 3.0 space, supporting Fireblocks's rapid growth and collaborating with various teams. This remote role, operating within Pacific Standard Time hours, demands owning problem resolution, providing real-time support, delivering exceptional technical support for Fireblocks's SaaS platform, and escalating issues as needed. The position requires professional customer interaction, meticulous case management, and adherence to business processes. The Frontline Support Team operates 24/7, with a 5x8 schedule including one weekend day.

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
• Since the Frontline Support team is our first line of defense, The expectation is to 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)

Benefits

• The base salary is one component of the total compensation package, which for some roles may include a target bonus, a very competitive equity grant, and very generous benefits
• Our Frontline Support Team operates on a 24/7 basis 365 days out of the year, including all major holidays which are paid overtime