Frontline Support Engineer

Who you are

You are a customer-focused individual with a passion for technology and a desire to help others. You have experience in providing technical support, ideally in a SaaS environment, and are comfortable using communication tools like Slack to assist customers in real-time. You possess strong problem-solving skills and can manage inquiries with empathy and efficiency. You thrive in a collaborative environment and are eager to work with internal teams to deliver proactive support. You are adaptable and can work US-EAST hours on a 24/7 schedule, demonstrating your commitment to customer success.

What you'll do

As a Frontline Support Engineer at Fireblocks, you will serve as the first point of contact for customers, addressing their inquiries and resolving issues with precision and urgency. You will provide outstanding technical support for Fireblocks' SaaS platform, ensuring that customers receive timely and accurate resolutions. You will escalate complex issues to the Senior Support Team when necessary, collaborating closely to ensure seamless resolution and customer satisfaction. Additionally, you will proactively identify and resolve recurring issues, contributing to the overall improvement of the support process. Your role will involve engaging with customers through various communication channels, including Slack, to ensure they have the best possible experience with our platform.

What we offer

Fireblocks is committed to fostering a diverse and inclusive workforce that reflects the variety of our clients. We offer a supportive work environment where you can grow your skills and advance your career in the rapidly evolving world of digital assets. You will have the opportunity to work with some of the largest financial institutions and brands globally, contributing to a mission that is at the forefront of the blockchain revolution. We encourage you to apply even if your experience doesn't match every requirement, as we value curiosity and a growth mindset.