Technical Support Engineer - West Coast - Fireblocks

The world of digital assets is accelerating in speed, magnitude, and complexity, opening the door to new ways for leveraging the blockchain. Fireblocks’ platform and network provide the simplest and most secure way for companies to work with digital assets and it trusted by some of the largest financial institutions, banks, globally-recognized brands, and Web3 companies in the world, including BNY Mellon, BNP Paribas, ANZ Bank, Revolut, and thousands more.

What You’ll Do

Join our mission to deliver unparalleled customer support in the dynamic world of cryptocurrency and DeFi. As a Customer Frontline Support Engineer, you will act as the first point of contact for our customers, resolving complex issues with empathy, precision, and urgency. You'll be instrumental in ensuring our customers succeed, collaborating with internal teams to deliver proactive, world-class support.

This role is intended to work US-Pacific hours and operates on a 24/7 schedule including weekend and holidays to meet customer needs, with shifts determined based on seniority and business requirements.

The hired candidate will ultimately work a fixed Wednesday through Sunday schedule consisting of:

• Wednesday and Thursday: 8:00 AM to 5:00 PM (US- Pacific)
• Friday: 10:00 AM to 7:00 PM (US-Pacific)
• Saturday 8:00 AM to 5:00 PM (US-Pacific)
• Sunday: 8:00 AM to 5:00 PM (US-Pacific)

*Please note that these hours are subject to change based on business needs, with or without advance notice.

Training Period: All new hires will initially undergo training Monday through Friday during standard US-Eastern business hours. During the training period, which may last approximately 90 to 180 days depending on individual progress and proficiency with the platform, candidates may occasionally be scheduled for rotating weekend shifts (Saturday or Sunday, 11:00 AM to 8:00 PM US-Eastern) as part of their onboarding and readiness preparation. Upon successful completion of training, the employee will transition to the assigned Wednesday through Sunday schedule listed above.

Responsibilities

• 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.