Technical Support Engineer - West Coast
Core
First-line technical support engineer for Fireblocks' SaaS platform, resolving complex customer issues in the digital asset and blockchain space.
Role type
Senior IC technical support engineer (SaaS/Blockchain)
Builds
Fireblocks' SaaS platform for financial institutions and Web3 companies
Domain
Fintech / Blockchain / Digital Assets
Deliverable
client delivery
Required skills
troubleshooting, incident management, SaaS support, stakeholder communication, process improvement, documentation, prioritization, adaptability
Preferred skills
database management, scripting (Python/JavaScript), observability tools (Coralogix/Kibana/Grafana/LogStash), blockchain fundamentals
Technologies
Slack, Coralogix, Kibana, Grafana, LogStash, Python, JavaScript
Responsibilities
Resolve complex customer inquiries via real-time chat; Escalate and collaborate on critical incidents; Proactively identify recurring issues to improve processes; Manage cases with detailed documentation; Participate in war room calls during critical events; Suggest improvements to business processes.
Seniority
Mid-level, hands-on IC