Front Line Support Engineer - East Coast

About the role

In this role, you will be a key player in delivering outstanding customer support for Fireblocks' SaaS platform, which is utilized by major financial institutions and Web3 companies. You will manage customer inquiries, providing real-time assistance and ensuring their needs are met efficiently.

You will work closely with the Senior Support Team to tackle complex issues and contribute to process improvements. Your ability to maintain clear documentation and communicate effectively during critical incidents will be crucial in enhancing the overall customer experience.

The competitive salary range for this role is between $75,000 and $125,000.

Skills that matter here

• customer support: This role requires managing customer inquiries and providing timely assistance.
• SaaS: You will deliver technical support for Fireblocks' SaaS platform.
• troubleshooting: Strong troubleshooting skills are essential for resolving customer issues.
• communication: Exceptional communication is necessary for effective customer interactions.
• blockchain: Familiarity with blockchain technology is important in the context of cryptocurrency support.

Who this role suits

• A person with a background in customer support who thrives on helping others.
• Someone who can handle pressure and prioritize tasks effectively.
• An individual who values clear communication and has a customer-first mindset.
• A proactive team player willing to learn and adapt to new challenges.

From the employer

• 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.

• 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.

• Competitive salary range of $75K-$125K, with a reasonable base salary estimate of $90,000 to $95,000.
• Total compensation package may include a target bonus, a very competitive equity grant, and very generous benefits.
• Fixed schedule consisting of Monday through Friday: 11:00 AM to 8:00 PM (US-Eastern).
• Training period of approximately 90 to 180 days during standard US-Eastern business hours.