Frontline Crypto Support Engineer — US East

P2P

United States

On-site

USD 90,000 - 95,000

Full time

11 days ago

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Benefits offered by this job

Health insurance

Job summary

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

This role is set for US-Eastern hours with a 24/7 schedule, including weekends and holidays to meet customer needs.

Qualifications

1–2 years in a customer support or similar role.
Strong troubleshooting and ability to work under pressure.
Excellent written and verbal communication skills.
Proven ability to build relationships with customers.
Customer-first mindset focused on customer success.
Ability to adapt to changing customer needs and priorities.
Commitment to continuous learning and staying updated on industry trends.

Responsibilities

Serve as trusted advisor and advocate for customers with empathy and efficiency.
Provide real-time support via Slack and other tools.
Deliver outstanding technical support for Fireblocks' SaaS platform.
Escalate and collaborate on complex issues with Senior Support Team.
Proactively identify and resolve recurring issues and improve processes.
Maintain meticulous case documentation throughout the support process.
Communicate effectively during critical incidents and war room calls.
Adhere to processes and policies while suggesting improvements.