Frontline Support Engineer; US West

The world of digital assets is accelerating in speed, magnitude, and complexity, opening the door to new ways for leveraging blockchain technology. Fireblocks’ platform and network provide the simplest and most secure way for companies to work with digital assets. Our platform is trusted by some of the largest financial institutions, banks, globally-recognized brands, and Web3 companies, including BNY Mellon, BNP Paribas, ANZ Bank, Revolut, and thousands more.

Ready to join the fast-paced world of navigating the shifting landscape of regulations for cryptocurrency and DeFi? We’re looking for an experienced Technical Support Engineer to join our newly formed Americas Support team. In this role, you will tackle complex problems in the DeFi and Web 3.0 space, supporting Fireblocks’ continued hyper-growth. You will collaborate closely with teams such as Site Reliability, Dev Ops, Product, and Engineering.

Our Frontline Support Team operates 24/7, 365 days a year, including paid overtime during holidays. Each team member works a 5x8 schedule, including one weekend day, with shifts determined through a requirement and seniority-based shift bid process. This role is remote and aligned with Pacific Standard Time hours.

• Own problems through to resolution using all available resources.
• Provide real-time support via Slack and remote troubleshooting during US hours (US East and West).
• Deliver top-tier technical support for Fireblocks’s SaaS platform.
• Escalate complex issues to the Senior Support Team as needed.
• Participate in outage management and war room calls.
• Adhere to business processes and policies.
• Handle customer queries and escalations professionally, with meticulous case management and documentation.

• 1-2 years of experience as a Technical Support Engineer or similar role.
• Ability to work under pressure and troubleshoot effectively with good time management.
• Willingness to work unconventional hours if needed.
• Experience with API implementation and debugging.
• Excellent communication skills, both oral and written.
• Strong troubleshooting and analytical skills.

• BS/BA in Computer Science or related field.
• Experience supporting SaaS products or in financial services/technology sectors.
• Understanding of cryptographic algorithms used in blockchain networks (e.g., elliptic curve, symmetric/public key cryptography, hashing).

For employees hired in New York or from our NYC HQ, Fireblocks is required by law to provide a salary range estimate. The range for this role in NYC is approximately $77,000 to $101,000, depending on experience, skills, and other factors. Compensation includes base salary, potential bonuses, equity grants, and benefits. Our mission is to enable secure digital asset access for all businesses, and we value diversity and inclusion.