Frontline Support Engineer - US at Fireblocks

, , United States -

Full Time

Start Date

Immediate

Expiry Date

03 Jan, 26

Salary

0.0

Posted On

05 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Customer Success Engineering, API Debugging, System Integrations, Cloud Environments, Coralogix, DataDog, OpenSearch, Database Query Tools, Python, JavaScript, Bash, SQL, Communication Skills, Attention to Detail

Industry

Software Development

Description

The world of digital assets is accelerating in speed, magnitude, and complexity, opening the door to new ways for leveraging the blockchain. Fireblocks’ platform and network provide the simplest and most secure way for companies to work with digital assets and it trusted by some of the largest financial institutions, banks, globally-recognized brands, and Web3 companies in the world, including BNY Mellon, BNP Paribas, ANZ Bank, Revolut, and thousands more. About the Team Fireblocks is transforming the way businesses interact with digital assets. As adoption of blockchain technology accelerates across industries, our platform and secure network have become essential infrastructure for banks, financial institutions, and Web3 innovators. Clients such as BNY Mellon, BNP Paribas, ANZ Bank, Revolut, and thousands more rely on Fireblocks to securely move and manage digital assets at scale. We are seeking an experienced and customer-focused Technical Support Engineer – Senior Team to work on our most complex and high-priority cases. Senior Team members specialize in handling escalations from the Frontline Support Team, resolving technically challenging issues, and collaborating across departments to deliver the highest standard of service to our customers. What You'll Do Investigate and resolve complex technical issues escalated from the Frontline Support Team. Collaborate with Engineering, Product, DevOps, and Site Reliability teams to troubleshoot and resolve advanced cases efficiently. Provide real-time assistance via Slack, Google Meet, and ticketing systems for urgent or technically demanding matters. Participate in critical incident response, including emergency troubleshooting sessions and post-incident reviews to identify improvements. Maintain thorough case documentation, including root cause analysis, resolution steps, and preventive recommendations. Contribute to internal knowledge base articles, troubleshooting guides, and support tooling improvements. Mentor Frontline Support Engineers to strengthen overall team troubleshooting skills and technical depth. What You'll Need 2–4 years of experience in Technical Support, Customer Success Engineering, or a similar technical troubleshooting role. Proven expertise in debugging APIs, system integrations, and cloud environments. Hands-on experience with tools such as Coralogix, DataDog, OpenSearch, and database query tools. Familiarity with scripting languages (e.g., Python, JavaScript, Bash) and SQL. Strong communication skills, with the ability to clearly explain complex technical concepts to both technical and non-technical audiences. Ability to manage multiple complex cases simultaneously while maintaining exceptional attention to detail. Bachelor’s degree in Computer Science, Engineering, or related field, or equivalent practical experience. Role requires work hours aligned with US-East time zones. Nice-to-Haves Experience supporting digital asset platforms, blockchain technologies, or cryptographic systems. Understanding of key blockchain concepts, such as public key cryptography, smart contracts, and consensus protocols. Experience in enterprise environments, especially in regulated industries such as financial services or compliance. 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. Please see our candidate privacy policy here.

Responsibilities

Investigate and resolve complex technical issues escalated from the Frontline Support Team. Collaborate with various teams to troubleshoot and resolve advanced cases efficiently.