Responsibilities

📍Owning problems through to resolution using all available resources at your disposal. 📍Provide real-time support using Slack and remote troubleshooting during US time zone (US East and US West) 📍Deliver best-in-class technical support for Fireblocks's SaaS platform. 📍Escalate technical issues to the Senior Support Team as required. 📍Collaborate with the Senior Support team during outage situations and participate in war room calls. 📍Adoption and adherence to business processes and policies. 📍Since the Frontline Support team is our first line of defense, The expectation is to handle customer queries and escalations professionally with meticulous case management and documentation.

Minimum Requirements

📍At least 1-2 years experience as a Technical Support Engineer (or a similar role) 📍Ability to work under high pressure and troubleshoot with effective time management 📍Work ethics/ability to work unorthodox hours in case needed 📍API implementation and debugging 📍Excellent communications skills, both oral and written 📍Excellent troubleshooting and analytical skills

Preferred Qualifications

📍BS/BA degree in Computer Science or equivalent field 📍Prior experience supporting SaaS-based products or relevant experience in financial services, technology, and/or technical support 📍Knowledge of Databases, Kibana, Grafana, OpenSearch, Scripting (Python/Perl/Bash/Javascript) or LogStash 📍Understanding of cryptographic algorithms utilized by public blockchain networks (e.g., elliptic curve, symmetric and public key cryptography, hashing, and other cryptography-related topics)