Fireblocks Technical Support Director 

United States, New York, New York 

718184818

What you’ll do:

• Hands-On Involvement in Incident Management
• Ensuring Operational Excellence and engaging with top customers to deliver high-quality service
• Focus on Customer Satisfaction, Productivity, Training of TAC & TAM, and Employee retention & Growth
• Expanding and Scaling our Platinum/Premium Support strategy, direction, and initiatives
• Acting as the ultimate point of escalation for client support issues
• Providing overall leadership to managers and staff to adhere to processes, procedures, and policies
• Collaborating with various teams such as Product, R&D, Customer Success, and Services to manage specific customer needs
• Tracking Key Performance Indicators (KPIs) such as Initial Time to Response, Avg Time to resolution, Backlog Management, and CSAT results
• Working on escalated issues with the R&D(Engineering) team and providing advanced troubleshooting support
• Providing mentorship and guidance on technical and non-technical issues as needed

What do we expect from you:

• Experience managing cross-functional programs, in a fast-paced environment and the ability to manage multiple projects and priorities
• Strong professional presence and confidence working with and advising entry-level through top executives
• Strong work ethic, integrity, and organizational skills
• Technical and hands-on mindset, willing to triage and troubleshoot critical issues
• Bachelor’s Degree, relevant college education, or equivalent experience
• 3-5+ years of management experience; senior management and/or director-level experience preferred
• An overall experience of at least 10-15 years in Support Services or Professional Services
• Experience with Fintech, SaaS, or Blockchain technologies is a plus

For employees hired to work 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.

It is not typical for a candidate to be hired at or near the top of the pay range and each compensation decision is dependent on each individual case. A reasonable base salary range estimate for this position is $162,000 - $189,000. The base salary is one component of the total compensation package, which for some roles may include a target bonus, a very competitive equity grant, and very generous benefits.