Senior Technical Support Engineer

Who you are

You have a strong background in technical support, ideally with experience in the digital assets or blockchain industry. Your customer-focused mindset drives you to resolve complex technical issues efficiently, ensuring high standards of service. You thrive in collaborative environments, working closely with engineering, product, and operations teams to troubleshoot and resolve advanced cases. Your ability to communicate effectively with clients and internal teams is essential, as you provide real-time assistance through various communication platforms.

You are familiar with the challenges faced by clients in regulated industries, particularly in financial services and compliance. Your experience allows you to navigate these complexities while delivering exceptional support. You understand the importance of security and reliability in digital asset management, and you are committed to helping clients leverage Fireblocks' platform effectively.

Desirable

Experience with blockchain technology or digital asset management is a plus. Familiarity with customer support tools and ticketing systems will enhance your ability to manage escalations and track resolutions. A proactive approach to learning and adapting to new technologies will set you apart in this role.

What you'll do

As a Senior Technical Support Engineer at Fireblocks, you will investigate and resolve complex technical issues escalated from the Frontline Support Team. Your role will involve collaborating with Engineering, Product, DevOps, and Site Reliability teams to troubleshoot and resolve advanced cases efficiently. You will provide real-time assistance via Slack, Google Meet, and other communication tools, ensuring that clients receive timely and effective support.

You will be responsible for managing high-priority cases, ensuring that escalations are handled with the utmost care and expertise. Your technical knowledge will be crucial in diagnosing issues and providing solutions that meet the needs of our clients. You will also contribute to the development of support documentation and best practices, helping to improve the overall efficiency of the support team.

What we offer

Fireblocks is committed to fostering a diverse and inclusive workforce that reflects the variety of our clients. We offer a collaborative work environment where you can grow your skills and advance your career in the rapidly evolving field of digital assets. Our team is dedicated to transforming how businesses interact with digital assets, and your contributions will play a vital role in this mission. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.