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Fireblocks

Technical Support Engineer - West Coast

United States$96k–$126kfull-timemidAdded today

About this role

Fireblocks is seeking a Technical Support Engineer for the West Coast to serve as a first-line support contact for customers using their blockchain and digital asset platform. You'll resolve complex technical issues with empathy and precision, working a fixed Wednesday–Sunday schedule in US-Pacific hours, with a training period Monday–Friday in US-Eastern hours.

What you'll do

  • Act as first point of contact for customer inquiries via Slack and other channels, delivering timely resolutions
  • Provide technical support for Fireblocks' SaaS platform, troubleshooting and diagnosing customer issues
  • Escalate complex problems to the Senior Support Team while maintaining clear documentation
  • Identify recurring issues and contribute to process improvements and customer experience enhancements
  • Participate in critical incident management, including war room calls and customer status updates
  • Build strong customer relationships by acting as a trusted advisor and advocate for their needs

What they're looking for

  • Customer support or similar role experience (1–2 years)
  • Technical troubleshooting and problem-solving under pressure
  • Written and verbal communication with professionalism and empathy
  • Relationship building and customer advocacy
  • Complex issue resolution with proactive collaboration
  • Task prioritization and adaptability to changing needs
  • Continuous learning mindset for industry trends
  • SaaS platform support (preferred); blockchain/cryptography knowledge (preferred)
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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

  • Describe a time you resolved a complex technical issue for a frustrated customer—what was your approach and outcome?
  • How would you handle a customer emergency during your shift, and when would you escalate to senior support?
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