Fireblocks

Fireblocks

Front Line Support Engineer - East Coast

United States · Junior

Sponsorship not specified$90k-$180kDetected 6 days ago
JavaScriptPythonGrafanaCustomer SuccessCustomer SupportCommunication

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odds of building a lasting career here

54Sponsors, lottery-bound
Cap-exempt (no lottery)0
Sponsors this role80
Entry-level history0
PERM / green-card track0
Lottery odds (Level III)83
Fits your clock70

Sponsors, but it's cap-subject — you still face the weighted lottery (~45% per draw at Level III). Good if you win; have a cap-exempt backup on your list.

Lottery odds assume a STEM candidate.

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About the role

  • Fireblocks is the company bringing global finance onchain.
  • Training Period: All new hires will initially undergo training Monday through Friday during standard US-Eastern business hours.
  • A reasonable base salary range estimate for this position is $90,000 to $95,000.

Responsibilities

  • 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.
  • Manage cases meticulously, maintaining clear and detailed documentation throughout the support process.

Requirements

  • 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.
  • 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.

Nice to have

  • 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.
  • Familiarity with databases, scripting languages (Python, JavaScript, etc.), 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.
  • 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.

Compensation

  • A reasonable base salary range estimate for this position is $90,000 to $95,000.

Benefits

  • Commitment to continuous learning and staying updated on the latest industry trends and technologies.

Company info

  • Backed by over $1 billion in capital, we are the premier digital asset infrastructure provider trusted by thousands of industry-defining financial institutions, including banks, payment providers, fintechs, and global corporates such as BNY Mellon, BNP Paribas, ANZ Bank, Western Union, Stripe, and Revolut.
  • Built for institutional scale and security, our enterprise-grade platform and network have powered over $14 trillion in digital asset transfers worldwide.
  • Join our mission to deliver unparalleled customer support in the dynamic world of cryptocurrency and DeFi.
  • As a Customer Frontline Support Engineer, you will act as the first point of contact for our customers, resolving complex issues with empathy, precision, and urgency.
  • You'll be instrumental in ensuring our customers succeed, collaborating with internal teams to deliver proactive, world-class support.
  • Serve as a trusted advisor and advocate for customers, managing inquiries with empathy and efficiency.
  • Communicate effectively during critical incidents, participating in "war room" calls and keeping customers informed with timely updates.
  • Proven ability to build strong relationships with customers, acting as a trusted advisor and advocate for their needs.
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This listing is sourced directly from Fireblocks's careers page and normalized into a canonical job model.