Front Line Support Engineer - East Coast

Join Fireblocks as a Front Line Support Engineer to deliver exceptional customer support in the dynamic world of cryptocurrency and DeFi. Work US-Eastern hours with a competitive salary range of $75K-$125K. Fireblocks’ platform and network provide the simplest and most secure way for companies to work with digital assets and it is trusted by some of the largest financial institutions, banks, globally-recognized brands, and Web3 companies in the world.

• •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.

• •Competitive salary range of $75K-$125K, with a reasonable base salary estimate of $90,000 to $95,000.
• •Total compensation package may include a target bonus, a very competitive equity grant, and very generous benefits.
• •Fixed schedule consisting of Monday through Friday: 11:00 AM to 8:00 PM (US-Eastern).
• •Training period of approximately 90 to 180 days during standard US-Eastern business hours.