Front Line Support Engineer - Fireblocks

Join Fireblocks as a Front Line Support Engineer to deliver exceptional customer support in the cryptocurrency and DeFi space. Work remotely with a competitive salary and be part of a mission-driven team. 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, including BNY Mellon, BNP Paribas, ANZ Bank, Revolut, and thousands more.

• •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 $90,000 to $95,000.
• •Total compensation package may include a target bonus, equity grant, and generous benefits.
• •Fixed schedule consisting of Monday through Friday: 11:00 AM to 8:00 PM (US-Eastern).
• •Training period lasting approximately 90 to 180 days during standard US-Eastern business hours.