Frontline Support Engineer, Fireblocks
US East
$90-95k
More information about location
Digital asset infrastructure company
Be an early applicant
Digital asset infrastructure company
501-1000 employees
Be an early applicant
$90-95k
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
- 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
- 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
- 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
- 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
- The hired candidate will ultimately work a fixed Wednesday through Sunday schedule consisting of: Wednesday and Thursday: 11:00 AM to 8:00 PM (US-Eastern)
- Friday: 8:00 AM to 4:00 PM (US-Eastern)
- Saturday 6:00 AM to 2:00 PM (US-Eastern)
- Sunday: 11:00 AM to 8:00 PM (US-Eastern)
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.
Salary benchmarks
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