Technical Support Engineer - AMER

Bitgo; India; On-site; INR 700,000 - 1,100,000; Full time

Benefits offered by this job

Competitive salary

IT equipment support for work

Meal and commute allowance

Medical Insurance

Well-being allowance

Snacks: Bangalore office

Learning & growth

Job summary

BitGo is seeking a Technical Support Engineer in Bangalore to join a global team. You will investigate client inquiries and provide white-glove assistance via phone, email, or chat, while delivering first responses and coordinating with internal teams to drive rapid resolutions.

Requirements include a computer science degree and 2+ years in technical support within financial services, strong problem solving, and excellent verbal and written communication.

Qualifications

• Bachelor’s degree in Computer Science or related field.
• At least 2 years in a technical support role, preferably in financial services.
• Strong problem-solving and troubleshooting skills.
• Excellent teamwork and cross-functional collaboration.
• Outstanding verbal and written communication skills.
• Solid understanding of Google apps, Salesforce, and JIRA.
• Adaptable to a fast-paced growth environment.
• Technical troubleshooting experience; comfortable with command-line interfaces.

Responsibilities

• Investigate client inquiries and provide white-glove assistance via phone, email, or chat.
• Provide first response to technical issues and resolve where possible.
• Triaging and escalating unresolved issues to internal teams effectively.
• Track inquiries to resolution with timely client updates.
• Develop and maintain technical and non-technical playbooks.
• Prioritize and manage multiple open inquiries.
• Uphold high client experience standards through performance.
• Participate in on-call rotation for high-priority queues.
• Work during defined hours as required by the business.

Skills

Problem solving

Communication skills

Team collaboration

Cross-functional coordination

Troubleshooting

Google apps

Salesforce

JIRA

Command-line familiarity

Education

Bachelor's degree in Computer Science or related

Tools

Google Apps

Salesforce

JIRA

Job description

BitGo is the leading infrastructure provider of digital asset solutions, delivering custody, wallets, staking, trading, financing, and settlement services from regulated cold storage. Since our founding in 2013, we have focused on enabling our clients to securely navigate the digital asset space. With a global presence and multiple Trust companies, BitGo serves thousands of institutions, including many of the industry's top brands, exchanges, and platforms, and millions of retail investors worldwide. As the operational backbone of the digital economy, BitGo handles a significant portion of Bitcoin network transactions and is the largest independent digital asset custodian, and staking provider, in the world. For more information, visit www.bitgo.com.

We are looking for a Technical Support Engineer to join our global team in Bangalore.

Responsibilities

• Investigate client inquiries and provide "white glove" assistance via phone, email, or chat
• Provide first response to technical issues, solve where possible
• Properly triage and elevate unresolved issues to appropriate internal teams in an effective, tactical, and empathetic manner
• Track customer inquiries through to resolution, maintaining a timely cadence of communication
• Develop and maintain technical and non-technical playbooks
• Prioritize and manage several open inquiries at one time
• Maintain a high bar for client experience by setting an example through performance and work ethic
• Participate in an on‑call rotation to handle high‑priority queues
• Must work in defined working hours, as required by the business

Qualifying Skills & Experience

• Mandatory must graduated with Computer Science or related bachelor’s degree
• Mandatory must 2+ years of work experience in a technical support setting, within financial institutions preferred
• Mandatory must strong problem‑solving and troubleshooting skills
• Mandatory must stellar team player and can navigate issue resolution with cross‑functional teams
• Mandatory must fantastic communication skills, both verbal and written
• Mandatory must good understanding of Google apps, Salesforce, JIRA
• Mandatory must flexible and adaptable to meeting the evolving needs of fast‑paced organization undergoing tremendous growth
• Mandatory must technical troubleshooting experience preferred, not intimidated by command‑line interfaces

Why Join BitGo?

Disrupting an industry takes vision, innovation, passion, technical chops, drive to deliver, collaboration, and execution. Join a team of great people who strive for excellence and personify our corporate values of ownership, craftsmanship, and open communication. We are looking for new colleagues who bring innovative ways of thinking and problem solving, and who want risks to be part of the team that changes the world’s financial markets.

Benefits

• Competitive salary
• IT equipment support for work
• Meal and commute allowance
• Medical Insurance
• Attractive Well‑being allowance (comprised of medical, wellness, and fitness aspects)
• Snacks: on‑the‑house in the Bangalore office
• Great/Talented workforce to learn and grow with

Note

This role requires working onsite (Monday to Friday) at the Bangalore office.

Cryptocurrencies are the most disruptive change the financial services industry has seen in years. Join us and you’ll be able to look back and say you were part of the team that transformed investing.

Working Hours (IST)

• AMER: 8:30 PM IST - 4:30 AM IST