Front Line Support Engineer - East Coast

What You’ll Do

Join our mission to deliver unparalleled customer support in the dynamic world of cryptocurrency and DeFi. As a Customer Frontline Support Engineer, you will act as the first point of contact for our customers, resolving complex issues with empathy, precision, and urgency. You'll be instrumental in ensuring our customers succeed, collaborating with internal teams to deliver proactive, world-class support.

This role is intended to work US-Eastern hours and operates on a 24/7 schedule including weekends and holidays to meet customer needs, with shifts determined based on seniority and business requirements.

The hired candidate will ultimately work a fixed schedule consisting of:

Monday through Friday: 11:00 AM to 8:00 PM (US-Eastern)

Candidates may also be required to work weekend shifts as business needs dictate, following either a Tuesday through Saturday or Sunday through Thursday schedule (with hours to be confirmed based on the assigned rotation).

*Please note that these hours are subject to change based on business needs, with or without advance notice.

Training Period:
All new hires will initially undergo training Monday through Friday during standard US-Eastern business hours. During the training period, which may last approximately 90 to 180 days depending on individual progress and proficiency with the platform, candidates may occasionally be scheduled for rotating weekend shifts (Saturday or Sunday, 11:00 AM to 8:00 PM US-Eastern) as part of their onboarding and readiness preparation. Upon successful completion of training, the employee will transition to the assigned Wednesday through Sunday schedule listed above.

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.

Required Skills

• 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.

Nice-to-Have

• 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.

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 $90,000 to $95,000. 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.