Crypto Support Engineer — Frontline, Real‑Time Help

Fireblocks; United States; On-site; USD 90,000 - 95,000; Full time

Job summary

Fireblocks is seeking a Customer Frontline Support Engineer to act as the first point of contact for customers, resolving complex issues with empathy and urgency. You will support the SaaS platform, collaborate with internal teams, and ensure customer success.

The role follows US-Pacific hours with a rotating training period and a fixed Wed–Sun schedule after onboarding. This role requires 1–2 years in customer support, strong communication, and a proactive mindset.

Qualifications

• 1–2 years in customer support or similar role.
• Strong troubleshooting and prioritization under pressure.
• Excellent written and verbal communication with professionalism.
• Ability to build strong customer relationships as trusted advisor.
• Customer-first mindset aligned with customer success.
• Experience resolving complex issues proactively.
• Adaptability to changing customer needs.
• Commitment to continuous learning about industry trends.

Responsibilities

• Serve as trusted advisor and advocate for customers with empathy and efficiency.
• Provide real-time support via Slack and other tools with timely resolutions.
• Deliver outstanding technical support for Fireblocks SaaS platform.
• Escalate and collaborate on complex issues with the Senior Support Team.
• Identify and resolve recurring issues to improve the customer experience.
• Manage cases with clear, detailed documentation throughout the process.
• Communicate during critical incidents and participate in war room calls.
• Adhere to processes and policies while suggesting improvements.

Skills

Customer support

Troubleshooting

Written communication

Verbal communication

Empathy

Relationship building

Prioritization

Team collaboration

Education

Bachelor’s degree in CS/IS

Tools

Coralogix

Kibana

Grafana

LogStash

Job description

Fireblocks is seeking a Customer Frontline Support Engineer to act as the first point of contact for customers, resolving complex issues with empathy and urgency. You will support the SaaS platform, collaborate with internal teams, and ensure customer success.

The role follows US-Pacific hours with a rotating training period and a fixed Wed–Sun schedule after onboarding. This role requires 1–2 years in customer support, strong communication, and a proactive mindset.