Technical Support Engineer - West Coast

Fireblocks
United States, New York
Workplace: OnsiteFull timeUSD 96,000 - 126,000 annuallyFunction: Customer Support (Service Desk)Skills: ["Empathy","Communication","Troubleshooting","Prioritization","Collaboration","Continuous learning","Customer-first mindset","Relationship building"]

Serve as a first point of contact for Fireblocks customers, resolving complex issues with empathy and urgency. Work US-Pacific hours on a rotating 24/7 schedule, starting with training during standard US-Eastern business hours. Provide real-time SaaS platform support via Slack and other tools, escalate complex cases to senior support, manage incidents and “war room” calls, and continuously improve processes based on recurring issues.

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FursaFursa
Fireblocks
Fireblocks
2 weeks ago

Technical Support Engineer - West Coast

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live
Reposted: similar role first listed 2 weeks ago

Job Summary

Serve as a first point of contact for Fireblocks customers, resolving complex issues with empathy and urgency. Work US-Pacific hours on a rotating 24/7 schedule, starting with training during standard US-Eastern business hours. Provide real-time SaaS platform support via Slack and other tools, escalate complex cases to senior support, manage incidents and “war room” calls, and continuously improve processes based on recurring issues.
Location: United States, New York
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Act as the first point of contact for customers, resolving complex inquiries with empathy and urgency.
  • •Provide real-time support using Slack and other communication tools, ensuring timely and accurate resolutions.
  • •Deliver technical support for the Fireblocks SaaS platform and go above and beyond to address customer needs.
  • •Escalate and collaborate on complex issues with the Senior Support Team to ensure seamless resolutions.
  • •Manage cases with detailed documentation and communicate effectively during critical incidents, including “war room” calls.

Pay and Benefits

Salary: USD 96,000 - 126,000 annually

Key Requirements

  • •1–2 years of experience in customer support or a similar role, with a passion for delivering exceptional service.
  • •Strong troubleshooting skills and the ability to work under pressure while prioritizing customer needs.
  • •Exceptional written and verbal communication skills with professionalism and empathy.
  • •Ability to build strong customer relationships and act as a trusted advisor and advocate.
  • •Ability to manage and resolve complex issues using a proactive, collaborative approach.
Experience:Customer supportSaaSFinancial servicesTechnologyCryptocurrencyDeFiBlockchain
Education:
Skills:EmpathyCommunicationTroubleshootingPrioritizationCollaborationContinuous learningCustomer-first mindsetRelationship building
Languages:English
Tech Stack:SlackPythonJavaScriptCoralogixKibanaGrafanaLogStashSaaS

Company Brief

Fireblocks
Provides institutional-grade digital asset custody, transfer, and settlement infrastructure enabling banks, exchanges, and enterprises to securely issue, store, and move cryptocurrencies and tokenized assets.
Industry: Fintech Infrastructure
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: New York, United States
Founded: 2018
WebsiteLinkedIn