Technical Support Director, Fireblocks
$162-189k
Helping financial institutions securely transfer digital assets
Open for applications
Helping financial institutions securely transfer digital assets
501-1000 employees
Open for applications
$162-189k
501-1000 employees
Company mission
To enable every business to easily and securely support digital assets and cryptocurrencies.
Role
Who you are
- Experience managing cross-functional programs, in a fast-paced environment and the ability to manage multiple projects and priorities
- Strong professional presence and confidence working with and advising entry-level through top executives
- Strong work ethic, integrity, and organizational skills
- Technical and hands-on mindset, willing to triage and troubleshoot critical issues
- Bachelor’s Degree, relevant college education, or equivalent experience
- 3-5+ years of management experience; senior management and/or director-level experience preferred
- An overall experience of at least 10-15 years in Support Services or Professional Services
- Experience with Fintech, SaaS, or Blockchain technologies is a plus
What the job involves
- We are seeking a motivated and experienced Director of Technical Support to lead the Americas Geo
- The ideal candidate will actively participate in providing top-notch support to our large enterprise clients and oversee our team of skilled engineers who specialize in solving complex problems related to various blockchains and Fireblocks Infrastructure
- As the Director of Technical Support in the Americas, you will be responsible for planning, building, recruiting, hiring, and engaging with our top customers in the region
- Hands-On Involvement in Incident Management
- Ensuring Operational Excellence and engaging with top customers to deliver high-quality service
- Focus on Customer Satisfaction, Productivity, Training of TAC & TAM, and Employee retention & Growth
- Expanding and Scaling our Platinum/Premium Support strategy, direction, and initiatives
- Acting as the ultimate point of escalation for client support issues
- Providing overall leadership to managers and staff to adhere to processes, procedures, and policies
- Collaborating with various teams such as Product, R&D, Customer Success, and Services to manage specific customer needs
- Tracking Key Performance Indicators (KPIs) such as Initial Time to Response, Avg Time to resolution, Backlog Management, and CSAT results
- Working on escalated issues with the R&D(Engineering) team and providing advanced troubleshooting support
- Providing mentorship and guidance on technical and non-technical issues as needed
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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