Primary Roles and Responsibilities:

📍 Owning 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. 📍Collaborating 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.

Requirements:

📍At least 1-3 years experience as a Technical Support Engineer (or a similar role) - a must 📍Ability to work under high pressure and high troubleshooting skills with effective time management – a must 📍Work ethics/ability to work unorthodox hours in case needed 📍Willing to fly abroad for technical sessions and training purposes in case needed 📍Prior experience supporting SaaS-based products or relevant experience in financial services, technology, and/or technical support is a plus. 📍API implementation and debugging. 📍Previous Dev-Ops/SRE experience would be desirable 📍Excellent communications skills, both oral and written 📍Excellent troubleshooting and analytical skills. 📍Required knowledge of Databases, Kibana, Grafana, OpenSearch or LogStash. 📍Scripting (Python/Perl/Bash) is a plus. 📍Understanding of cryptographic algorithms utilized by public blockchain networks (e.g., elliptic curve, symmetric and public key cryptography, hashing, and other cryptography-related topics) is a plus. 📍BS/MS degree in Computer Science or equivalent field is desired.