Technical Support Engineer - West Coast
Fireblocks is a digital asset infrastructure platform that helps financial institutions, fintechs, and businesses store, transfer, issue stablecoins, and manage digital assets securely.
Funding history
Projects
About Fireblocks
Fireblocks provides digital asset infrastructure for financial institutions, fintechs, and businesses handling digital assets at scale. Users can secure custody, issue stablecoins, tokenize assets, process payments, and manage wallets through a unified platform. The platform uses multi-party computation cryptography with policy-based governance to secure private keys and automate transaction workflows.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will act as the first point of contact for customers, resolve complex issues with empathy and urgency, provide real-time technical support for the SaaS platform, manage cases and documentation, escalate issues, participate in critical-incident war rooms, identify recurring problems, and suggest process improvements.
Requirements
- 1-2 years of experience in customer support or a similar role
- Strong troubleshooting skills
- Ability to work under pressure and prioritize customer needs
- Exceptional written and verbal communication skills
- Ability to build strong customer relationships
- Customer-first mindset
- Experience managing and resolving complex issues
- Ability to adapt quickly to changing customer needs and prioritize tasks
- Commitment to continuous learning
- Experience supporting SaaS-based solutions or working in financial services or technology
- Familiarity with databases, scripting languages, Coralogix, Kibana, Grafana, or LogStash
- Understanding of blockchain technologies and cryptographic principles
Responsibilities
- Serve as a trusted advisor and advocate for customers
- Manage customer inquiries with empathy and efficiency
- Provide real-time support through Slack and other communication tools
- Deliver technical support for the SaaS platform
- Escalate and collaborate on complex issues with the Senior Support Team
- Identify and resolve recurring issues
- Contribute to process improvements
- Manage cases and maintain clear documentation
- Communicate during critical incidents
- Participate in war room calls
- Keep customers informed with timely updates
- Adhere to business processes and policies
- Suggest improvements to enhance the customer journey
Benefits
- Target bonus
- Equity grant
- Generous benefits
