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Technical Support Engineer - West Coast
FireblocksDigital Asset company
United States$96,000 - $126,000Mid
Altimeter Capital
Coatue
Build Collective
Cyverse Capital
Haun Ventures Management
Software Engineering
About the role
TL;DR
Provide technical support for Fireblocks' SaaS platform and resolve customer issues.
- •Join Fireblocks' mission to deliver unparalleled customer support in the dynamic world of cryptocurrency and DeFi.
- •As a Customer Frontline Support Engineer, you will be the first point of contact for customers, resolving complex issues with empathy and urgency.
- •Key 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.
- •Escalate and collaborate on complex issues with the Senior Support Team.
- •Proactively identify and resolve recurring issues, contributing to process improvements.
- •2 years of experience in a customer support or similar role.
- •Strong troubleshooting skills with the ability to work under pressure and prioritize customer needs effectively.
- •Exceptional written and verbal communication skills, demonstrating professionalism and empathy.
- •Proven ability to build strong relationships with customers.
- •A customer-first mindset, ensuring that resolutions align with customer success and satisfaction.
Required skills
PythonJavaScriptSlack
Nice-to-have skills
Grafana
Domain expertise
cryptofintech
Tech stack
SlackPythonJavaScript