Crypto SaaS Support Engineer — Frontline Champion

Capitolis; 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 and resolve complex issues with empathy and urgency.

Work will support the world of cryptocurrency and DeFi, with a fixed Wednesday–Sunday schedule and initial training on US-Eastern hours. This role emphasizes proactive support, incident communication, and collaboration with internal teams.

Qualifications

• 1-2 years of experience in a customer support or similar role.
• Strong troubleshooting skills to work under pressure.
• Exceptional written and verbal communication.
• Proven ability to build strong relationships with customers.
• Customer-first mindset and focus on customer success.
• Willingness to continuously learn and adapt to new tech.

Responsibilities

• Serve as a trusted advisor for customers, resolving inquiries with empathy and efficiency.
• Provide real-time support via Slack and other tools, delivering timely resolutions.
• Deliver technical SaaS support for Fireblocks' platform and processes.
• Escalate complex issues with the Senior Support Team for seamless resolution.
• Identify recurring issues and contribute to process improvements.
• Maintain clear, detailed documentation throughout the support process.

Skills

Customer support

Troubleshooting

Communication

Relationship building

Customer-centric

Problem solving

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 and resolve complex issues with empathy and urgency.

Work will support the world of cryptocurrency and DeFi, with a fixed Wednesday–Sunday schedule and initial training on US-Eastern hours. This role emphasizes proactive support, incident communication, and collaboration with internal teams.