Technical Support Engineer - AMER
BitGo provides institutional-grade digital asset custody, wallets, staking, trading, and settlement services through regulated infrastructure and qualified custodians.
Projects
About BitGo
BitGo delivers digital asset infrastructure including qualified custody from regulated trust companies, multi-signature wallet technology, institutional staking services, prime brokerage trading and lending, and real-time settlement through the Go Network platform.
Skills
About the Role
You will investigate client inquiries and provide white-glove assistance via phone, email, or chat. You will provide first response to technical issues and solve them where possible, triaging and escalating unresolved issues to internal teams effectively and empathetically. You will track customer inquiries through to resolution, maintaining a timely cadence of communication, and develop and maintain technical and non-technical playbooks. You will prioritize and manage several open inquiries at one time, maintain a high bar for client experience, and participate in an on-call rotation to handle high priority queues. This role requires working onsite Monday to Friday at the Bangalore office on AMER hours (8:30 PM IST - 4:30 AM IST).
Requirements
- Bachelor's degree in Computer Science or a related field
- 2+ years of work experience in a technical support setting, within financial institutions preferred
- Strong problem-solving and troubleshooting skills
- Ability to navigate issue resolution with cross-functional teams
- Excellent communication skills, both verbal and written
- Good understanding of Google apps, Salesforce, JIRA
- Flexibility and adaptability to a fast-paced, growing organization
- Technical troubleshooting experience preferred, comfortable with command-line interfaces
Responsibilities
- Investigate client inquiries and provide white-glove assistance via phone, email, or chat
- Provide first response to technical issues and solve where possible
- Triage and escalate unresolved issues to appropriate internal teams
- Track customer inquiries through to resolution while maintaining timely communication
- Develop and maintain technical and non-technical playbooks
- Prioritize and manage several open inquiries at one time
- Maintain a high bar for client experience through performance and work ethic
- Participate in an on-call rotation to handle high priority queues
- Work defined working hours as required by the business
Benefits
- IT equipment support for work
- Meal and commute allowance
- Medical insurance
- Well-being allowance (medical, wellness and fitness)
- Free snacks in the Bangalore office