[Remote] Frontline Support Engineer (US East)

Note: The job is a remote job and is open to candidates in USA. Fireblocks is a company that provides a secure platform for digital assets, trusted by major financial institutions. They are seeking a Frontline Support Engineer to deliver exceptional customer support in the cryptocurrency and DeFi space, acting as the first point of contact for customers and resolving complex issues with precision and empathy.ResponsibilitiesServe as a trusted advisor and advocate for customers, managing inquiries with empathy and efficiencyProvide real-time support via Slack and other communication tools, ensuring timely and accurate resolutionsDeliver outstanding technical support for Fireblocks' SaaS platform, going above and beyond to address customer needsEscalate and collaborate on complex issues with the Senior Support Team, ensuring seamless resolution and customer satisfactionProactively identify and resolve recurring issues, contributing to process improvements and enhancing the customer experienceManage cases meticulously, maintaining clear and detailed documentation throughout the support processCommunicate effectively during critical incidents, participating in "war room" calls and keeping customers informed with timely updatesEmbrace and adhere to business processes and policies while suggesting improvements to enhance the customer journeySkills1 - 2 years of experience in a customer support or similar role, with a passion for delivering exceptional serviceStrong troubleshooting skills with the ability to work under pressure and prioritize customer needs effectivelyExceptional written and verbal communication skills, demonstrating professionalism and empathy in all interactionsProven ability to build strong relationships with customers, acting as a trusted advisor and advocate for their needsA customer-first mindset, ensuring that resolutions align with customer success and satisfactionDemonstrated experience in managing and resolving complex issues with a proactive and collaborative approachAbility to adapt quickly to changing customer needs and prioritize tasks to meet expectationsCommitment to continuous learning and staying updated on the latest industry trends and technologiesBachelor's degree in Computer Science, Information Systems, or a related field, or equivalent experiencePrevious experience supporting SaaS-based solutions or working in the financial services or technology sectorsFamiliarity with databases, scripting languages (Python, JavaScript, etc.), and tools like Coralogix, Kibana, Grafana, and LogStashUnderstanding of blockchain technologies and cryptographic principles used in public blockchain networksProven ability to work collaboratively in a team-oriented environment to solve customer challengesBenefitsA target bonusA very competitive equity grantVery generous benefitsCompany OverviewFireblocks is a blockchain security service provider for moving, storing, and issuing digital assets. It was founded in 2018, and is headquartered in New York, New York, USA, with a workforce of 501-1000 employees. Its website is https://www.fireblocks.com.Company H1B SponsorshipFireblocks has a track record of offering H1B sponsorships, with 4 in 2025, 1 in 2024, 4 in 2023, 3 in 2022. Please note that this does not guarantee sponsorship for this specific role.



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