Front Line Support Engineer - Fireblocks

About the role

As a Front Line Support Engineer at Fireblocks, you will be integral in delivering top-notch customer support for their SaaS platform focused on digital assets. Your role involves real-time communication with clients and addressing their inquiries efficiently, ensuring they feel supported and valued.

You will work closely with a mission-driven team, collaborating with the Senior Support Team to resolve complex issues and improve processes. Success in this role means being proactive in identifying recurring problems and enhancing the overall customer experience through effective communication and documentation.

The competitive salary range for this position is between $90,000 and $95,000.

Skills that matter here

• customer support: This role requires providing exceptional customer service and acting as a trusted advisor.
• SaaS: You will deliver support for Fireblocks' SaaS platform, ensuring users can effectively navigate and utilize it.
• troubleshooting: Strong troubleshooting skills are essential for resolving customer issues promptly.
• communication: Exceptional communication skills are necessary for interacting with customers and providing updates during critical incidents.
• blockchain: A basic understanding of blockchain technology will help in addressing customer inquiries related to digital assets.

Who this role suits

• A person who thrives in this role is passionate about customer service and enjoys problem-solving.
• They can work effectively under pressure and prioritize tasks to meet customer needs.
• Strong interpersonal skills and the ability to build relationships are crucial.
• They are committed to continuous learning and adapting to new challenges in a fast-paced environment.

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 $90,000 to $95,000.
• Total compensation package may include a target bonus, equity grant, and generous benefits.
• Fixed schedule consisting of Monday through Friday: 11:00 AM to 8:00 PM (US-Eastern).
• Training period lasting approximately 90 to 180 days during standard US-Eastern business hours.