Technical Support Engineer (West Coast)

Join Fireblocks, a leading company in the cryptocurrency and DeFi space, as a Technical Support Engineer. In this role, you will be the first point of contact for customers, providing exceptional technical support for our SaaS platform. You will work US-Pacific hours on a fixed Wednesday through Sunday schedule. Key responsibilities include managing customer inquiries, providing real-time support, escalating complex issues, and proactively identifying and resolving recurring issues. The ideal candidate will have 1-2 years of experience in customer support, strong troubleshooting skills, and a passion for delivering exceptional service.

• Act as the first point of contact for customers, resolving complex issues with empathy, precision, and urgency.
• 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.
• Strong troubleshooting skills with the ability to work under pressure and prioritize customer needs effectively
• Ability to adapt quickly to changing customer needs and prioritize tasks to meet expectations
• A customer-first mindset, ensuring that resolutions align with customer success and satisfaction
• Proven ability to build strong relationships with customers, acting as a trusted advisor and advocate for their needs
• Exceptional written and verbal communication skills, demonstrating professionalism and empathy in all interactions
• 1 – 2 years of experience in a customer support or similar role, with a passion for delivering exceptional service
• Commitment to continuous learning and staying updated on the latest industry trends and technologies
• Demonstrated experience in managing and resolving complex issues with a proactive and collaborative approach
• 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
• Proven ability to work collaboratively in a team-oriented environment to solve customer challenges
• Understanding of blockchain technologies and cryptographic principles used in public blockchain networks