Technical Support Engineer - West Coast

Join Fireblocks as a Technical Support Engineer to deliver exceptional customer support in the dynamic world of cryptocurrency and DeFi. Work US-Pacific hours with a focus on resolving complex issues and enhancing customer satisfaction. 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 compensation package including a base salary range of $96,000 to $126,000.
• •Potential for target bonus and equity grant.
• •Generous benefits.
• •Fixed Wednesday through Sunday schedule after training.