Responsibilities

📍Own problems through to resolution using all available resources at your disposal. 📍Provide real-time support using CRM and Slack. 📍Deliver best-in-class technical support for Fireblocks's SaaS platform. 📍Monitor Escalation Statuses and create action plans for resolution with a timeline. 📍Collaborate with Dev-Ops and SRE team on back-end SaaS service issues. 📍Adoption and adherence to business processes and policies. 📍Meticulous case management and RCA documentation.

Minimum Qualifications

📍At least 1-3 years experience as a Technical Support Engineer (or a similar role) 📍Ability to work under high pressure and high troubleshooting skills with effective time management 📍Ability to work unorthodox hours as needed 📍Willingness to travel for technical sessions and training purposes as needed 📍API implementation and debugging 📍Previous Dev-Ops/SRE experience 📍Required knowledge of Databases, Kibana, Grafana, OpenSearch or LogStash 📍Excellent troubleshooting and analytical skills 📍Excellent communications skills, both oral and written 📍BS/MS degree in Computer Science or equivalent field is desired 📍Role requires work hours in US-West hours