Fireblocks · 1 day ago
Frontline Support Engineer
New York
Full-time
Hybrid
Entry Level
$96K/yr - $126K/yr
1+ years expFireblocks is a leading platform for digital assets, providing secure solutions for companies worldwide. They are seeking a Customer Frontline Support Engineer to deliver exceptional support to customers in the cryptocurrency and DeFi space, managing inquiries and resolving complex issues effectively.
BlockchainCryptocurrencyCyber Security
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 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
Qualification
Required
1 - 2 years of experience in a customer support or similar role, with a passion for delivering exceptional service
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 in all interactions
Proven ability to build strong relationships with customers, acting as a trusted advisor and advocate for their needs
A customer-first mindset, ensuring that resolutions align with customer success and satisfaction
Demonstrated experience in managing and resolving complex issues with a proactive and collaborative approach
Ability to adapt quickly to changing customer needs and prioritize tasks to meet expectations
Commitment to continuous learning and staying updated on the latest industry trends and technologies
Preferred
Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent experience
Previous experience supporting SaaS-based solutions or working in the financial services or technology sectors
Familiarity with databases, scripting languages (Python, JavaScript, etc.), and tools like Coralogix, Kibana, Grafana, and LogStash
Understanding of blockchain technologies and cryptographic principles used in public blockchain networks
Proven ability to work collaboratively in a team-oriented environment to solve customer challenges
Benefits
Target bonus
A very competitive equity grant
Very generous benefits
Company
Fireblocks
Fireblocks is a blockchain security service provider for moving, storing, and issuing digital assets.
501-1000 employees
H1B Sponsorship
Fireblocks has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (1)
2023 (4)
2022 (3)
Funding
Current Stage
Late StageTotal Funding
$1.04BKey Investors
Paradigm
2024-06-01Secondary Market
2023-02-01Series Unknown
2021-12-01Series E· $550M
Leadership Team
Michael Shaulov
CEO, co-founder
Idan Ofrat
Chief Product Officer & Co-Founder
Recent News
2026-01-08
2026-01-08
CoinDesk: Bitcoin, Ethereum, Crypto News and Price Data
2026-01-08
Company data provided by crunchbase