Frontline Support Engineer; US East

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.

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-EAST hours and operates on a 24/7 schedule 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: 11:00 AM to 8:00 PM (US-Eastern)
• Friday: 8:00 AM to 4:00 PM (US-Eastern)
• Saturday 6:00 AM to 2:00 PM (US-Eastern)
• Sunday: 11:00 AM to 8:00 PM (US-Eastern)

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.

• 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.

• 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.

• 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 Log Stash.
• Understanding of blockchain technologies and cryptographic principles used…