Fireblocks

3 days 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: 16 hours agoStatus: Live

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

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

Website LinkedIn

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Fireblocks

3 days 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: 16 hours agoStatus: Live

Job Summary

Location: United States

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

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

Website LinkedIn