Crypto Platform Support Engineer — Frontline Advisor

Dynamic; United States; On-site; USD 96,000 - 126,000; Full time

Job summary

Fireblocks is seeking a Customer Frontline Support Engineer to be the first point of contact for customers in the fast-moving world of cryptocurrency and DeFi. You will resolve complex issues with empathy, precision, and urgency while collaborating with internal teams to deliver proactive, world-class support.

This role follows US-Pacific hours with a 24/7 schedule including weekends during training and after, transitioning to a fixed Wednesday-Sunday shift.

Qualifications

• 1–2 years in a customer support or related role.
• Strong troubleshooting and under-pressure prioritization.
• Excellent written and verbal communication with professionalism.
• Proven ability to build relationships and advocate for customers.

Responsibilities

• Serve as trusted advisor and advocate for customers.
• Provide real-time support via Slack and other tools.
• Deliver outstanding technical support for Fireblocks' SaaS platform.
• Escalate complex issues with the Senior Support Team.
• Identify and resolve recurring issues; suggest process improvements.
• Manage cases with clear, detailed documentation.
• Communicate during critical incidents and war room calls.

Skills

Troubleshooting

Written communication

Verbal communication

Relationship building

Customer-first

Problem resolution

Adaptability

Continuous learning

Education

Bachelor’s degree

Tools

Coralogix

Kibana

Grafana

LogStash

Job description

Fireblocks is seeking a Customer Frontline Support Engineer to be the first point of contact for customers in the fast-moving world of cryptocurrency and DeFi. You will resolve complex issues with empathy, precision, and urgency while collaborating with internal teams to deliver proactive, world-class support.

This role follows US-Pacific hours with a 24/7 schedule including weekends during training and after, transitioning to a fixed Wednesday-Sunday shift.