Frontline Crypto SaaS Support Engineer

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

Job summary

Fireblocks is seeking a Customer Frontline Support Engineer to be the first point of contact for customers, resolving complex issues with empathy, precision, and urgency. You’ll collaborate with internal teams to deliver proactive, world-class support.

This role follows US-Eastern hours and 24/7 scheduling, with shifts based on seniority. Training lasts roughly 90–180 days, and you may rotate weekends during onboarding before transitioning to the fixed Wednesday–Sunday schedule.

Qualifications

• 1–2 years in a customer support or similar role.
• Strong troubleshooting under pressure with prioritization.
• Excellent written and verbal communication.
• Ability to build strong relationships with customers.
• Customer-first mindset focused on customer success.
• Experience resolving complex issues collaboratively.
• Ability to adapt to changing needs and prioritize tasks.
• Commitment to continuous learning and staying updated on 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 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.

Skills

Customer support

Troubleshooting

Communication

Relationship building

Adaptability

Learning agility

Proactivity

Education

Bachelor’s degree or equivalent

Tools

Coralogix

Kibana

Grafana

LogStash

Job description

Fireblocks is seeking a Customer Frontline Support Engineer to be the first point of contact for customers, resolving complex issues with empathy, precision, and urgency. You’ll collaborate with internal teams to deliver proactive, world-class support.

This role follows US-Eastern hours and 24/7 scheduling, with shifts based on seniority. Training lasts roughly 90–180 days, and you may rotate weekends during onboarding before transitioning to the fixed Wednesday–Sunday schedule.