Frontline Support Engineer, Fireblocks
$77-101k
+ Equity grants and performance-based bonuses
Helping financial institutions securely transfer digital assets
Be an early applicant
Helping financial institutions securely transfer digital assets
501-1000 employees
Be an early applicant
$77-101k
+ Equity grants and performance-based bonuses
501-1000 employees
Company mission
To enable every business to easily and securely support digital assets and cryptocurrencies.
Role
Who you are
- 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
Desirable
- 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
What the job involves
- 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 operates on a 24/7 schedule to meet customer needs, with shifts determined based on seniority and business requirements
- 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
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.
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