Crypto SaaS Support Engineer - Frontline Expert

Hoodl2; United States, Northern America, Americas; Hybrid; USD 90,000 - 95,000; Full time

Job summary

Fireblocks is hiring a Customer Frontline Support Engineer to be the first point of contact for customers in the dynamic crypto and DeFi space. You will resolve complex issues with empathy and urgency, collaborating with internal teams to deliver proactive, world-class support.

This role follows US-Eastern hours, with a 24/7 schedule including weekends and holidays as needed. Training lasts 90–180 days, after which you move to the assigned rotation and schedule.

Qualifications

• 1-2 years of experience in a customer support or similar role.
• Strong troubleshooting skills with the ability to work under pressure and prioritize customer needs.
• Exceptional written and verbal communication skills, demonstrating professionalism and empathy.
• Proven ability to build strong relationships with customers, acting as a trusted advisor.
• Customer-first mindset ensuring resolutions align with customer success.
• Demonstrated experience in managing and resolving complex issues with a proactive approach.
• Adaptability to changing customer needs and prioritization under deadlines.
• Commitment to continuous learning and staying updated on industry trends.

Responsibilities

• Serve as a trusted advisor and advocate for customers, managing inquiries with empathy and efficiency.
• Provide real-time support via Slack and other tools, ensuring timely and accurate resolutions.
• Deliver outstanding technical support for Fireblocks' SaaS platform and address customer needs.
• Escalate and collaborate on complex issues with the Senior Support Team to ensure resolution.
• Proactively identify and resolve recurring issues, contributing to process improvements.
• Manage cases meticulously, maintaining clear and detailed documentation.
• Communicate effectively during critical incidents, participating in war room calls.
• Adhere to processes and policies while suggesting improvements to the customer journey.

Skills

Troubleshooting

Customer support

Written communication

Verbal communication

Relationship building

Issue resolution

Adaptability

Continuous learning

Education

Bachelor's degree in CS/IS or related field

Tools

Coralogix

Kibana

Grafana

LogStash

Job description

Fireblocks is hiring a Customer Frontline Support Engineer to be the first point of contact for customers in the dynamic crypto and DeFi space. You will resolve complex issues with empathy and urgency, collaborating with internal teams to deliver proactive, world-class support.

This role follows US-Eastern hours, with a 24/7 schedule including weekends and holidays as needed. Training lasts 90–180 days, after which you move to the assigned rotation and schedule.