Front Line Support Engineer - East Coast

Amit érdemes tudni

• Irodai · Korlátozott
• Egyesült Államokbeli irodai pozíció.
• Fizetés közölve: $90 000–$95 000 / év

Helyszín és jogosultság

Egyesült Államokbeli irodai pozíció.

United States

Megbízhatóság: 90%. A végső döntés a munkáltatóé – mindig olvasd el az eredeti hirdetést.

Pozíció

Fireblocks is the company bringing global finance onchain. Backed by over $1 billion in capital, we are the premier digital asset infrastructure provider trusted by thousands of industry-defining financial institutions, including banks, payment providers, fintechs, and global corporates such as BNY Mellon, BNP Paribas, ANZ Bank, Western Union, Stripe, and Revolut. Built for institutional scale and security, our enterprise-grade platform and network have powered over $14 trillion in digital asset transfers worldwide.

What You’ll Do

Join our mission to deliver unparalleled customer support in the dynamic world of cryptocurrency and DeFi. As a Customer Frontline Support Engineer, you will act as the first point of contact for our customers, resolving complex issues with empathy, precision, and urgency. You'll be instrumental in ensuring our customers succeed, collaborating with internal teams to deliver proactive, world-class support.

This role is intended to work US-Eastern hours and operates on a 24/7 schedule including weekends and holidays to meet customer needs, with shifts determined based on seniority and business requirements.

*Please note that these hours are subject to change based on business needs, with or without advance notice.

Training Period:
All new hires will initially undergo training Monday through Friday during standard US-Eastern business hours. During the training period, which may last approximately 90 to 180 days depending on individual progress and proficiency with the platform, candidates may occasionally be scheduled for rotating weekend shifts (Saturday or Sunday, 11:00 AM to 8:00 PM US-Eastern) as part of their onboarding and readiness preparation.

Responsibilities

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 ro

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