Frontline Support Engineer, Fireblocks
US West
$70-92k
Salary range is applicable to New York City rates and may vary on further locations
More information about location
Helping financial institutions securely transfer digital assets
Open for applications
Helping financial institutions securely transfer digital assets
501-1000 employees
Open for applications
$70-92k
Salary range is applicable to New York City rates and may vary on further locations
More information about location
501-1000 employees
Company mission
To enable every business to easily and securely support digital assets and cryptocurrencies.
Role
Who you are
- At least 1-2 years experience as a Technical Support Engineer (or a similar role)
- Ability to work under high pressure and troubleshoot with effective time management
- Work ethics/ability to work unorthodox hours in case needed
- API implementation and debugging
- Excellent communications skills, both oral and written
- Excellent troubleshooting and analytical skills
Desirable
- BS/BA degree in Computer Science or equivalent field
- Prior experience supporting SaaS-based products or relevant experience in financial services, technology, and/or technical support
- Knowledge of Databases, Kibana, Grafana, OpenSearch, Scripting (Python/Perl/Bash/Javascript) or LogStash
- Understanding of cryptographic algorithms utilized by public blockchain networks (e.g., elliptic curve, symmetric and public key cryptography, hashing, and other cryptography-related topics)
What the job involves
- We’re looking for an experienced Technical Support Engineer to join a newly formed Americas Support team
- As a Technical Support Engineer, you will deal with the most challenging and complex problems in the Defi and Web 3.0 space
- Ou will support Fireblocks's continued hyper-growth and work closely with many teams, including Site Reliability, DevOps, Product and Engineering
- Our Frontline Support Team operates on a 24/7 basis 365 days out of the year, including all major holidays which are paid overtime
- Each frontline team member is assigned to a 5x8 schedule including one weekend day (5 shifts per week, 8 hours per shift. For Eg: Wednesday-Sunday or Sunday-Thursday etc. ) determined through a requirement and seniority-based shift bid process
- Owning problems through to resolution using all available resources at your disposal
- Provide real-time support using Slack and remote troubleshooting during US time zone (US East and US West)
- Deliver best-in-class technical support for Fireblocks's SaaS platform
- Escalate technical issues to the Senior Support Team as required
- Collaborate with the Senior Support team during outage situations and participate in war room calls
- Adoption and adherence to business processes and policies
- Since the Frontline Support team is our first line of defense, The expectation is to handle customer queries and escalations professionally with meticulous case management and documentation
Our take
The derivatives market has always been attractive for larger investors, but one of the biggest hurdles they needed to overcome has to do with capital efficiency, custody and security. Fireblocks allows for the trading of derivatives on any asset, using any form of collateral while receiving cross-margin benefits across counterparties. Essentially, it enables institutional traders to move digital assets without the operational or security headache.
By trying to make digital asset trading more secure, Fireblocks is banking on assets like cryptocurrencies becoming a new part of the mainstream trade of financial institutions. Cryptocurrencies are known for being notoriously unstable in their value but when traded properly, can be hugely profitable. Fireblocks believes that their cybersecurity services will make the industry seem safer and thereby make it more attractive to new participants.
In fact, Fireblocks are already on to something here. Now that cybersecurity standards have been boosted, a whole new crop of institutional entities has already set up shop in the crypto world. The more that follow suit, the more stable the market becomes - and the more potential clients Fireblocks can access. If Fireblocks can make digital assets both accessible and secure for mainstream traders, as they are doing through partnerships with the likes of CoinTrade, they have a huge potential market waiting to be tapped into.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Jan 2022
$550m
SERIES E
Jul 2021
$310m
SERIES D
Total funding: $1.0bn
Company benefits
- Work from home opportunities
- The opportunity to learn from and collaborate with leading industry professionals on cutting-edge financial and security technology in a fast-paced, creative environment
- Ability to have a direct impact on an exciting product and the user experience
- Competitive salary, benefits, and equity
- Flexible vacation policy
Company HQ
Garment District, New York, NY
Articles
Leadership
Michael Shaulov
(CEO)Prior to Fireblocks, they co-founded Lacoon Mobile Security, which was acquired by Check Point, and was then appointed the Head of Products, Mobile and Cloud Security for Check Point. Previously a seed investor in Armis Security and Orca Security.
Paul Berengoltz
(VP R&D)Previously director of research at Lacoon Mobile Security.
Idan Ofrat
(CTO)Ex software consultant and previous VP Product at Orbs - a blockchain company.
People progressing
Joined as VP Business Development in 2019, promoted after 1 year and 2 months to VP of Strategic Accounts. In November 2023, he became VP of Business Development.
Share this job
View 16 more jobs at Fireblocks