Fireblocks · 2 days ago

Frontline Support Engineer (US West)

United States

Part-time

Remote

Entry Level

$70K/yr - $92K/yr

1+ years exp

Maximize your interview chances

BlockchainCryptocurrency

Insider Connection @Fireblocks

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

Responsibilities

Owning problems through to resolution using all available resources at your disposal.

Provide real-time support using Slack and remote troubleshooting during US time zone (US East and US West)

Deliver best-in-class technical support for Fireblocks's SaaS platform.

Escalate technical issues to the Senior Support Team as required.

Collaborate with the Senior Support team during outage situations and participate in war room calls.

Adoption and adherence to business processes and policies.

Since the Frontline Support team is our first line of defense, The expectation is to handle customer queries and escalations professionally with meticulous case management and documentation.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical Support EngineerAPI implementationSaaS products supportDatabases knowledgeCryptographic algorithmsKibanaGrafanaOpenSearchScripting (Python/Perl/Bash/Javascript)LogStash

Required

At least 1-2 years experience as a Technical Support Engineer (or a similar role)

Ability to work under high pressure and troubleshoot with effective time management

Work ethics/ability to work unorthodox hours in case needed

API implementation and debugging

Excellent communications skills, both oral and written

Excellent troubleshooting and analytical skills

Preferred

BS/BA degree in Computer Science or equivalent field

Prior experience supporting SaaS-based products or relevant experience in financial services, technology, and/or technical support

Knowledge of Databases, Kibana, Grafana, OpenSearch, Scripting (Python/Perl/Bash/Javascript) or LogStash

Understanding of cryptographic algorithms utilized by public blockchain networks (e.g., elliptic curve, symmetric and public key cryptography, hashing, and other cryptography-related topics)