Hiring: Front Line Support Engineer - East Coast Company: Fireblocks Location: United States Job Posted Time: 2026-09-11 12:16:58 Target Skills & Keywords : Blockchain, DeFi, Grafana, JavaScript, Kibana, Logstash, Python, SaaS, Slack, Stripe About the job Experience: •1 - 2 years of experience in a customer support or similar role, with a passion for delivering exceptional service. •2 years of experience in a customer support or similar role, with a passion for delivering exceptional service. Required Skills: •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. Qualifications: •Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent experience. •Previous experience supporting SaaS-based solutions or working in the financial services or technology sectors. •Operational familiarity with databases, scripting languages, and tools like Coralogix, Kibana, Grafana, and LogStash. •Understanding of blockchain technologies and cryptographic principles used in public blockchain networks. •Proven ability to work collaboratively in a team-oriented environment to solve customer challenges. •While we believe competitive compensation is a critical aspect of you deciding to join us, we do hope you also spend time considering why our mission and culture are right for you. We are creating something transformational here, and we hope you are as excited about the future as we are. •Fireblocks' mission is to enable every business to easily and securely access digital assets and cryptocurrencies. In order to do that, we strongly believe our workforce should be as diverse as our clients, and this is why we embrace diversity and inclusion in all its forms. •Please see our candidate privacy policy here. Compensation: •$90,000 - $95,000 / year Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!