Technical Support Engineer - West Coast Engineering 27 Jul 2026

Hoodl2; Northern (KY); 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 on our crypto SaaS platform.

The role follows US-Pacific hours and requires a fixed Wednesday through Sunday schedule after a training period (90–180 days). Training may include rotating weekend shifts before transitioning.

Qualifications

• 1–2 years in a customer support or similar role.
• Strong troubleshooting skills under pressure and prioritization.
• Exceptional written and verbal communication, professionalism and empathy.
• Proven ability to build strong customer relationships.
• Customer-first mindset aligning resolutions with success.
• Experience resolving complex issues collaboratively.
• Ability to adapt quickly to changing needs and priorities.
• Commitment to continuous learning and staying current with industry trends.

Responsibilities

• Serve as trusted advisor and advocate for customers, handling inquiries 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 Senior Support Team.
• Proactively identify recurring issues and drive process improvements.
• Meticulously manage cases with clear, detailed documentation.
• Communicate during critical incidents and participate in war room calls.
• Adhere to processes while suggesting improvements to the customer journey.

Skills

1-2 years experience

Troubleshooting

Written & verbal comms

Customer relationships

Customer-first mindset

Issue escalation

Adaptability

Continuous learning

Education

Bachelor’s degree or equivalent

Tools

Coralogix

Kibana

Grafana

LogStash

Job description

Fireblocks is the company bringing global finance onchain. Backed by over $1 billion in capital, we are the premier digital asset infrastructure provider trusted by thousands of industry-defining financial institutions, including banks, payment providers, fintechs, and global corporates such as BNY Mellon, BNP Paribas, ANZ Bank, Western Union, Stripe, and Revolut. Built for institutional scale and security, our enterprise-grade platform and network have powered over $14 trillion in digital asset transfers worldwide.

What You’ll Do

Join our mission to deliver unparalleled customer support in the dynamic world of cryptocurrency and DeFi. As a Customer Frontline Support Engineer, you will act as the first point of contact for our customers, resolving complex issues with empathy, precision, and urgency. You'll be instrumental in ensuring our customers succeed, collaborating with internal teams to deliver proactive, world-class support.

This role is intended to work US-Pacific hours and operates on a 24/7 schedule including weekend and holidays to meet customer needs, with shifts determined based on seniority and business requirements.

The hired candidate will ultimately work a fixed Wednesday through Sunday schedule consisting of:

• Wednesday and Thursday: 8:00 AM to 5:00 PM (US- Pacific)
• Friday: 10:00 AM to 7:00 PM (US-Pacific)
• Saturday 8:00 AM to 5:00 PM (US-Pacific)
• Sunday: 8:00 AM to 5:00 PM (US-Pacific)

*Please note that these hours are subject to change based on business needs, with or without advance notice.

Training Period: All new hires will initially undergo training Monday through Friday during standard US-Eastern business hours. During the training period, which may last approximately 90 to 180 days depending on individual progress and proficiency with the platform, candidates may occasionally be scheduled for rotating weekend shifts (Saturday or Sunday, 11:00 AM to 8:00 PM US-Eastern) as part of their onboarding and readiness preparation. Upon successful completion of training, the employee will transition to the assigned Wednesday through Sunday schedule listed above.

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.

Required Skills

• 1 - 2 years of experience in a customer support or similar role, with a passion for delivering exceptional service.
• Strong troubleshooting skills with the ability to work under pressure and prioritize customer needs effectively.
• Exceptional written and verbal communication skills, demonstrating professionalism and empathy in all interactions.
• Proven ability to build strong relationships with customers, acting as a trusted advisor and advocate for their needs.
• A customer-first mindset, ensuring that resolutions align with customer success and satisfaction.
• Demonstrated experience in managing and resolving complex issues with a proactive and collaborative approach.
• Ability to adapt quickly to changing customer needs and prioritize tasks to meet expectations.
• Commitment to continuous learning and staying updated on the latest industry trends and technologies.

Nice-to-Have

• Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent experience.
• Previous experience supporting SaaS-based solutions or working in the financial services or technology sectors.
• Familiarity with databases, scripting languages (Python, JavaScript, etc.), and tools like Coralogix, Kibana, Grafana, and LogStash.
• Understanding of blockchain technologies and cryptographic principles used in public blockchain networks.
• Proven ability to work collaboratively in a team-oriented environment to solve customer challenges.

It is not typical for a candidate to be hired at or near the top of the pay range and each compensation decision is dependent on each individual case. A reasonable base salary range estimate for this position is $90,000 to $95,000. The base salary is one component of the total compensation package, which for some roles may include a target bonus, a very competitive equity grant, and very generous benefits.

While we believe competitive compensation is a critical aspect of you deciding to join us, we do hope you also spend time considering why our mission and culture are right for you. We are creating something transformational here, and we hope you are as excited about the future as we are.

Fireblocks' mission is to enable every business to easily and securely access digital assets and cryptocurrencies. In order to do that, we strongly believeour workforce should be as diverse as our clients, and this is why weembrace diversity and inclusion in all its forms.

Please see our candidate privacy policy here.