Crypto SaaS Support Engineer — East Coast

Fireblocks

Northern (KY)

Hybrid

USD 90,000 - 95,000

Full time

12 days ago

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Job summary

Fireblocks in the United States is seeking a Customer Frontline Support Engineer to be the first point of contact for customers, resolving complex issues with empathy, precision, and urgency in the dynamic world of cryptocurrency and DeFi.

The role follows US-Eastern hours on a rotating 24/7 schedule, with training and weekend rotation as needed. You will support the SaaS platform, document cases, and collaborate with the Senior Support Team to ensure customer success.

Qualifications

1–2 years in customer support or similar role.
Strong troubleshooting and prioritization.
Excellent written and verbal communication.
Ability to build relationships with customers.
Customer-first mindset.
Proactive issue resolution and collaboration.
Adaptability to changing needs.
Commitment to continuous learning.

Responsibilities

Serve as a trusted advisor and advocate for customers, managing inquiries with empathy and efficiency.
Provide real-time support via Slack and other communication tools, ensuring timely and accurate resolutions.
Deliver outstanding technical support for Fireblocks' SaaS platform, going above and beyond to address customer needs.
Escalate and collaborate on complex issues with the Senior Support Team, ensuring seamless resolution and customer satisfaction.
Proactively identify and resolve recurring issues, contributing to process improvements and enhancing the customer experience.
Manage cases meticulously, maintaining clear and detailed documentation throughout the support process.
Communicate effectively during critical incidents, participating in War room calls and keeping customers informed with timely updates.
Embrace and adhere to business processes and policies while suggesting improvements to enhance the customer journey.