Front Line Support Engineer - East Coast

Summary

Fireblocks provides a secure platform and network for businesses working with digital assets and blockchain technology. The Front Line Support Engineer serves as the first point of contact for customers, providing real-time technical support, resolving complex issues, managing cases, and collaborating with internal teams to improve the customer experience.

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
• 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

Skills

• 1 - 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
• This role is intended to work US-Eastern hours and operates on a 24/7 schedule including weekends and holidays to meet customer needs, with shifts determined based on seniority and business requirements
• 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 (Python, JavaScript, etc.), 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

Qualifications

Must Haves

• 1 - 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
• This role is intended to work US-Eastern hours and operates on a 24/7 schedule including weekends and holidays to meet customer needs, with shifts determined based on seniority and business requirements

Nice to Haves

• 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 (Python, JavaScript, etc.), 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

Benefits

• A target bonus
• A very competitive equity grant
• Very generous benefits