Frontline Support Engineer (US East) at Fireblocks in Remote

Summary: Fireblocks is a company focused on providing secure solutions for digital assets and blockchain technology, trusted by major financial institutions. They are seeking a Customer Frontline Support Engineer to deliver exceptional support, resolve complex issues, and collaborate with internal teams to enhance customer success. The role requires working US-EAST hours on a fixed schedule after a training period. Responsibilities: - 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 Required Qualifications: - 1 - 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 - Exceptional written and verbal communication skills, demonstrating professionalism and empathy in all interactions - Proven ability to build strong relationships with customers, acting as a trusted advisor and advocate for their needs - A customer-first mindset, ensuring that resolutions align with customer success and satisfaction - 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 - Commitment to continuous learning and staying updated on the latest industry trends and technologies Preferred 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 - 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 Required Skills: Customer support experience, Troubleshooting skills, Communication skills Important Skills: SaaS support experience, Relationship building, Adaptability Nice-to-Have Skills: Proactive issue resolution, Empathy, Continuous learning, Team collaboration, Customer-first mindset Benefits: Target bonus, Very competitive equity grant, Very generous benefits