Fireblocks is hiring a

Web3 Technical Support Engineer

• Owning 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. 
• Collaborating 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.

Requirements:

• At least 1-3 years experience as a Technical Support Lead (or a similar role) - a must
• Ability to work under high pressure and high troubleshooting skills with effective time management – a must
• Work ethics/ability to work unorthodox hours in case needed
• Willing to fly abroad for technical sessions and training purposes in case needed
• Prior experience supporting SaaS-based products or relevant experience in financial services,  technology, and/or technical support is a plus.
• API implementation and debugging.
• Previous Dev-Ops/SRE experience would be desirable
• Excellent communications skills, both oral and written
• Excellent troubleshooting and analytical skills.
• Required knowledge of Databases, Kibana, Grafana, OpenSearch or LogStash.
• Scripting (Python/Perl/Bash) is a plus.
• Understanding of cryptographic algorithms utilized by public blockchain networks (e.g., elliptic curve, symmetric and public key cryptography, hashing, and other cryptography-related topics) is a plus.

• BS/MS degree in Computer Science or equivalent field is desired.