Technical Support Engineer - West Coast

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.

Requirements

• 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.
• Demonstrated experience in managing and resolving complex issues with a proactive and collaborative approach.
• Able 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.

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.

Skills

• Exceptional written and verbal communication skills.
• Strong troubleshooting and problem-solving abilities.
• Ability to manage multiple tasks and prioritize effectively.
• Experience with customer relationship management systems.
• Knowledge of cybersecurity and data protection best practices.

Benefits

• Competitive compensation package, including a reasonable base salary range of $96,000 to $126,000.
• Very generous benefits, including health insurance, retirement plans, and paid time off.
• Opportunities for professional development and growth within the company.

Pay

A reasonable base salary range estimate for this position is $96,000 to $126,000.

Schedule

The hired candidate will work a fixed Wednesday through Sunday schedule consisting of:

1. Wednesday and Thursday: 8:00 AM to 5:00 PM (US-Pacific)
2. Friday: 10:00 AM to 7:00 PM (US-Pacific)
3. Saturday: 8:00 AM to 5:00 PM (US-Pacific)
4. Sunday: 8:00 AM to 5:00 PM (US-Pacific)

Please note that these hours are subject to change based on business needs, with or without advance notice.