Own problems through to resolution using all available resources at your disposal.
Provide real-time support using CRM and Slack.
Deliver best-in-class technical support for Fireblocks's SaaS platform.
Monitor Escalation Statuses and create action plans for resolution with a timeline.
Collaborate with Dev-Ops and SRE team on back-end SaaS service issues.
Adoption and adherence to business processes and policies.
Meticulous case management and RCA documentation.
Minimum Qualifications
At least 1-3 years experience as a Technical Support Engineer (or a similar role)
Ability to work under high pressure and high troubleshooting skills with effective time management
Ability to work unorthodox hours as needed
Willingness to travel for technical sessions and training purposes as needed
API implementation and debugging
Previous Dev-Ops/SRE experience
Required knowledge of Databases, Kibana, Grafana, OpenSearch or LogStash
Excellent troubleshooting and analytical skills
Excellent communication skills, both oral and written
BS/MS degree in Computer Science or equivalent field is desired
The preferred qualifications are a bonus, not a requirement.
Prior experience supporting SaaS-based products or relevant experience in financial services, technology, and/or technical support
Scripting (Python/Perl/Bash)
Understanding of cryptographic algorithms utilized by public blockchain networks (e.g., elliptic curve, symmetric and public key cryptography, hashing, and other cryptography-related topics)