Front Line Support Engineer - East Coast

Fireblocks
United States
Workplace: OnsiteFull timeUSD 90,000 - 95,000 annuallyFunction: Administration & Executive AssistanceExperience: 1-2 yearsSkills: ["Communication","Empathy","Troubleshooting","Prioritization","Collaboration"]

Serve as the first point of contact for Fireblocks customers, resolving complex support issues with empathy, urgency, and precision. Provide real-time technical support for the Fireblocks SaaS platform through tools like Slack, manage and document customer cases, and collaborate with the Senior Support Team to escalate and resolve complicated incidents. Work US-Eastern hours on a 24/7 rotation, including weekends and holidays as scheduled.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Fireblocks
Fireblocks
2 days ago

Front Line Support Engineer - East Coast

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Serve as the first point of contact for Fireblocks customers, resolving complex support issues with empathy, urgency, and precision. Provide real-time technical support for the Fireblocks SaaS platform through tools like Slack, manage and document customer cases, and collaborate with the Senior Support Team to escalate and resolve complicated incidents. Work US-Eastern hours on a 24/7 rotation, including weekends and holidays as scheduled.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Entry level

Key Responsibilities

  • •Act as the first point of contact for customers and manage inquiries with empathy and efficiency.
  • •Provide real-time technical support using Slack and other communication tools to ensure timely, accurate resolutions.
  • •Deliver outstanding technical support for the Fireblocks SaaS platform and address customer needs.
  • •Escalate and collaborate with the Senior Support Team to resolve complex issues and ensure customer satisfaction.
  • •Maintain meticulous case documentation and communicate effectively during critical incidents, including war room calls.

Pay and Benefits

Salary: USD 90,000 - 95,000 annually

Key Requirements

  • •1–2 years of experience in customer support (or similar) with a strong service mindset.
  • •Excellent troubleshooting skills and the ability to prioritize effectively under pressure.
  • •Exceptional written and verbal communication with professionalism and empathy.
  • •Proven ability to manage and resolve complex issues in a proactive, collaborative way.
  • •Commitment to continuous learning and keeping up with industry trends and technologies.
Experience:1-2 yearsSaaSFinancial servicesTechnology
Skills:CommunicationEmpathyTroubleshootingPrioritizationCollaboration
Tech Stack:SlackPythonJavaScriptCoralogixKibanaGrafanaLogStash

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