Frontline Support Engineer Us East jobs at Fireblocks in United States, Boston
Fireblocks Frontline Support Engineer US East United States, Massachusetts, Boston
Share
Our Frontline Support Team operates on a 24/7 basis 365 days out of the year, including all major holidays which are paid overtime. Each frontline team member is assigned to a 5x8 schedule including one weekend day (5 shifts per week, 8 hours per shift. For Eg: Wednesday-Sunday or Sunday-Thursday etc. ) determined through a requirement and seniority-based shift bid process.
Responsibilities- Owning problems through to resolution using all available resources at your disposal.
- Provide real-time support using Slack and remote troubleshooting during US time zone (US East and US West)
- Deliver best-in-class technical support for Fireblocks's SaaS platform.
- Escalate technical issues to the Senior Support Team as required.
- Collaborate with the Senior Support team during outage situations and participate in war room calls.
- Adoption and adherence to business processes and policies.
- Since the Frontline Support team is our first line of defense, The expectation is to handle customer queries and escalations professionally with meticulous case management and documentation.
- At least 1-2 years experience as a Technical Support Engineer (or a similar role)
- Ability to work under high pressure and troubleshoot with effective time management
- Work ethics/ability to work unorthodox hours in case needed
- API implementation and debugging
- Excellent communications skills, both oral and written
- Excellent troubleshooting and analytical skills
- BS/BA degree in Computer Science or equivalent field
- Prior experience supporting SaaS-based products or relevant experience in financial services, technology, and/or technical support
- Knowledge of Databases, Kibana, Grafana, OpenSearch, Scripting (Python/Perl/Bash/Javascript) or LogStash
- Understanding of cryptographic algorithms utilized by public blockchain networks (e.g., elliptic curve, symmetric and public key cryptography, hashing, and other cryptography-related topics)
For employees hired to work remotely from New York, or from our NYC HQ, Fireblocks is required by law to include a reasonable estimate of the compensation range for this role. This range is specific to New York City, and takes into consideration a wide range of factors that are reviewed when making a hiring decision, such as years of experience, skills, and other business needs.
These jobs might be a good fit
Share
Our Frontline Support Team operates on a 24/7 basis 365 days out of the year, including all major holidays which are paid overtime. Each frontline team member is assigned to a 5x8 schedule including one weekend day (5 shifts per week, 8 hours per shift. For Eg: Wednesday-Sunday or Sunday-Thursday etc. ) determined through a requirement and seniority-based shift bid process.
Responsibilities- Owning problems through to resolution using all available resources at your disposal.
- Provide real-time support using Slack and remote troubleshooting during US time zone (US East and US West)
- Deliver best-in-class technical support for Fireblocks's SaaS platform.
- Escalate technical issues to the Senior Support Team as required.
- Collaborate with the Senior Support team during outage situations and participate in war room calls.
- Adoption and adherence to business processes and policies.
- Since the Frontline Support team is our first line of defense, The expectation is to handle customer queries and escalations professionally with meticulous case management and documentation.
- At least 1-2 years experience as a Technical Support Engineer (or a similar role)
- Ability to work under high pressure and troubleshoot with effective time management
- Work ethics/ability to work unorthodox hours in case needed
- API implementation and debugging
- Excellent communications skills, both oral and written
- Excellent troubleshooting and analytical skills
- BS/BA degree in Computer Science or equivalent field
- Prior experience supporting SaaS-based products or relevant experience in financial services, technology, and/or technical support
- Knowledge of Databases, Kibana, Grafana, OpenSearch, Scripting (Python/Perl/Bash/Javascript) or LogStash
- Understanding of cryptographic algorithms utilized by public blockchain networks (e.g., elliptic curve, symmetric and public key cryptography, hashing, and other cryptography-related topics)
For employees hired to work remotely from New York, or from our NYC HQ, Fireblocks is required by law to include a reasonable estimate of the compensation range for this role. This range is specific to New York City, and takes into consideration a wide range of factors that are reviewed when making a hiring decision, such as years of experience, skills, and other business needs.
These jobs might be a good fit
