Offer summary

Qualifications:

1-2 years of experience as a Technical Support Engineer or similar role., Strong troubleshooting, analytical, and communication skills., Ability to work under high pressure and handle unorthodox hours if needed., Knowledge of API implementation, debugging, and cryptographic algorithms..

Key responsibilities:

Provide real-time technical support to customers during US hours.

Troubleshoot and resolve complex issues related to DeFi and Web 3.0.

Escalate technical problems to senior support teams and participate in outage war rooms.

Maintain professional case management and documentation for customer queries.

Job description

The world of digital assets is accelerating in speed, magnitude, and complexity, opening the door to new ways for leveraging the blockchain. Fireblocks’ platform and network provide the simplest and most secure way for companies to work with digital assets and it trusted by some of the largest financial institutions, banks, globally-recognized brands, and Web3 companies in the world, including BNY Mellon, BNP Paribas, ANZ Bank, Revolut, and thousands more.

What You’ll do

Ready to join the fast-paced world of navigating the shifting landscape of regulations for cryptocurrency and DeFi? We’re looking for an experienced Technical Support Engineer to join a newly formed Americas Support team. As a Technical Support Engineer, you will deal with the most challenging and complex problems in the Defi and Web 3.0 space. You will support Fireblocks's continued hyper-growth and work closely with many teams, including Site Reliability, DevOps, Product and Engineering.

Our Frontline Support Team operates on a 24/7 basis 365 days out of the year, including all major holidays which are paid overtime. Each frontline team member is assigned to a 5x8 schedule including one weekend day (5 shifts per week, 8 hours per shift. For Eg: Wednesday-Sunday or Sunday-Thursday etc. ) determined through a requirement and seniority-based shift bid process.

This role will be remote and will work Pacific Standard Time hours.

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.

What You'll Bring

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

Nice-to-Haves

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)

For employees hired to work remotely from New York, or from our NYC HQ, Fireblocks is required by law to include a reasonable estimate of the compensation range for this role. This range is specific to New York City, and takes into consideration a wide range of factors that are reviewed when making a hiring decision, such as years of experience, skills, and other business needs.

It is not typical for a candidate to be hired at or near the top of the pay range and each compensation decision is dependent on each individual case. A reasonable base salary range estimate for this position is $77,000 to $101,000. The base salary is one component of the total compensation package, which for some roles may include a target bonus, a very competitive equity grant, and very generous benefits. While we believe competitive compensation is a critical aspect of you deciding to join us, we do hope you also spend time considering why our mission and culture are right for you. We are creating something transformational here, and we hope you are as excited about the future as we are.

Fireblocks' mission is to enable every business to easily and securely access digital assets and cryptocurrencies. In order to do that, we strongly believe our workforce should be as diverse as our clients, and this is why we embrace diversity and inclusion in all its forms.