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Fireblocks

Front Line Support Engineer - East Coast

United States$90k–$95kfull-timemidAdded today

About this role

Join Fireblocks as a Front Line Support Engineer to deliver technical support for their blockchain asset platform, serving as the primary point of contact for complex customer issues. You'll resolve problems with precision, collaborate with senior teams, and help shape our support processes while working a fixed East Coast schedule including weekends.

What you'll do

  • Serve as first point of contact for customer inquiries, providing technical support via Slack and other communication channels
  • Troubleshoot and resolve complex issues on Fireblocks' SaaS platform with empathy and efficiency
  • Escalate and collaborate with senior support teams on intricate problems requiring deeper expertise
  • Document cases meticulously and identify recurring issues to drive process improvements
  • Participate in critical incident war rooms and keep customers informed with timely updates
  • Act as a trusted advisor, building strong customer relationships while maintaining a customer-first mindset

What they're looking for

  • Customer support or related experience (1-2 years)
  • Troubleshooting and problem-solving under pressure
  • Written and verbal communication with professionalism and empathy
  • Customer relationship management and advocacy
  • Case management and documentation
  • Adaptability to changing priorities and customer needs
  • Familiarity with SaaS platforms (nice-to-have)
  • Understanding of blockchain and cryptography (nice-to-have)
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Fireblocks

Fireblocks builds a blockchain-based digital asset platform that enables financial institutions to securely manage and transact cryptocurrencies at scale. The company is hiring Sales Engineers, Mobile/Full Stack Engineers, and AI/Data professionals to expand its core wallet infrastructure, embedded SDK offerings, and data-driven decision-making capabilities.

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Likely interview questions

  • Walk us through your approach to troubleshooting a complex technical issue when the root cause isn't immediately apparent.
  • Tell us about a time you had to deliver difficult news to a customer and how you maintained their confidence.
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