Frontline Support Engineer US

Frontline Support Engineer - US

About Fireblocks

Fireblocks is a leading platform for secure transfer of digital assets. We provide a comprehensive suite of solutions for institutions looking to navigate the complexities of the digital asset ecosystem.

The Role

We are seeking a passionate and dedicated Frontline Support Engineer to join our growing team. As a key member of our customer support organization, you will be the first point of contact for our clients, providing technical assistance and resolving issues related to our platform.

Responsibilities

• Provide timely and effective technical support to Fireblocks clients via phone, email, and chat.
• Troubleshoot and resolve technical issues related to Fireblocks products and services.
• Document and track customer interactions and issues within our support system.
• Collaborate with internal teams to identify and escalate complex issues.
• Contribute to the development and improvement of our support processes and documentation.

Qualifications

• Proven experience in a technical support role, preferably within the fintech or blockchain industry.
• Strong understanding of blockchain technology and digital asset concepts.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong problem-solving and analytical skills.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum 2 years of experience in a customer-facing technical support role.
• Strong understanding of blockchain technology and cryptocurrency concepts.
• Experience with Linux and/or Windows operating systems.
• Proficiency in troubleshooting network connectivity issues.
• Excellent written and verbal communication skills.
• Ability to work independently and as part of a team.
• Passion for providing exceptional customer service.
• Experience with ticketing systems and remote support tools.
• Familiarity with API integrations and web services is a plus.

Technical Support

• Provide timely and effective technical support to Fireblocks customers via phone, email, and chat.
• Troubleshoot and resolve technical issues related to Fireblocks platform, APIs, and integrations.
• Document customer interactions and technical solutions in the support ticketing system.
• Identify and escalate complex technical issues to senior engineers.

Customer Service

• Build strong relationships with customers by providing excellent communication and support.
• Understand customer needs and provide tailored solutions.
• Maintain a positive and professional demeanor while interacting with customers.
• Contribute to a positive and collaborative team environment.

Knowledge Management

• Stay up-to-date on Fireblocks products, features, and best practices.
• Contribute to the development and maintenance of internal knowledge base articles and documentation.
• Share technical expertise with colleagues and participate in knowledge sharing initiatives.

Interested candidates for the Frontline Support Engineer US position at Fireblocks will first submit their application through the job portal, providing their contact information and resume.

Fireblocks will then review applications, focusing on relevant experience and skills. Shortlisted candidates will be invited to complete a technical assessment, evaluating their problem-solving abilities and understanding of relevant technologies.

Successful candidates will participate in a series of interviews with the Fireblocks team, including a behavioral interview to assess cultural fit and a technical interview to delve deeper into their expertise.

Finally, selected candidates will receive a formal job offer outlining the terms of employment.

Fireblocks is a leading cybersecurity company revolutionizing the way digital assets are secured. Their innovative platform provides a comprehensive suite of tools for institutions to manage, transfer, and protect cryptocurrencies and other digital assets with unparalleled security.

Driven by a team of industry veterans and cutting-edge technology, Fireblocks empowers businesses to navigate the complexities of the digital asset landscape with confidence. Their mission is to build the most secure infrastructure for the future of finance, fostering trust and innovation in the rapidly evolving world of blockchain technology.