Front Line Support Engineer - East Coast
Core
First-line technical support for Fireblocks' SaaS platform, resolving complex customer issues in real-time to ensure successful digital asset management.
Role type
Front-line Support Engineer (SaaS)
Builds
Fireblocks' SaaS platform for financial institutions and Web3 companies
Domain
Fintech / Blockchain / Digital Assets
Deliverable
client delivery
Required skills
troubleshooting, real-time support via chat tools, incident management, documentation, process improvement, stakeholder collaboration, adaptability, continuous learning
Preferred skills
SaaS support experience, financial services background, database familiarity, scripting (Python/JavaScript), blockchain knowledge
Technologies
Slack, Coralogix, Kibana, Grafana, LogStash
Responsibilities
Manage and resolve complex customer inquiries via real-time chat; Escalate and collaborate on critical incidents with senior teams; Proactively identify recurring issues to drive process improvements; Maintain detailed case documentation; Participate in war room calls during critical incidents; Adhere to and suggest improvements for business processes
Seniority
Junior to Mid-level, hands-on IC