Frontline Support Engineer, Fireblocks
US East
$77-101k
More information about location
1-5 days a week in office
Digital asset infrastructure company
Job no longer available
Digital asset infrastructure company
501-1000 employees
Job no longer available
$77-101k
More information about location
1-5 days a week in office
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
- Ready to join the fast-paced world of navigating the shifting landscape of regulations for cryptocurrency and DeFi?
- 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
- You 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 some of the hurdles to overcome are 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.
Fireblocks is banking on assets like cryptocurrencies becoming a new part of the mainstream trade of financial institutions. Although cryptocurrencies are known for being notoriously unstable, when traded properly they can be hugely profitable. So, in a safer landscape, there is a lot of incentive for new participants.
Basically, by raising security standards, a new crop of institutional entities is able to set up shop in the crypto world. This means more business for Fireblocks, and a stabler market which then attracts even more interested parties. The company continues to develop its offering, for example through the recent acquisition of TRES which enables it to deliver the first complete operating system for digital assets.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
20% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jan 2022
$550m
SERIES E
Jul 2021
$310m
SERIES D
Total funding: $1.0bn
Company benefits
- Flexible vacation policy
Company HQ
Garment District, New York, NY
Leadership
Michael Shaulov
(CEO & Co-founder)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
(CTO & Co-founder)Previously director of research at Lacoon Mobile Security.
Idan Ofrat
(CPO & Co-founder)Ex software consultant and previous VP Product at Orbs - a blockchain company.
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