Front Line Support Engineer - East Coast

📋 Description

• Serve as frontline support for Fireblocks customers, resolving inquiries with empathy and urgency.
• Provide real-time support via Slack and other tools to ensure timely resolutions.
• Support the SaaS platform, addressing customer needs and maintaining high satisfaction.
• Escalate complex issues to Senior Support Team and collaborate for seamless resolution.
• Identify recurring issues and contribute to process improvements.
• Maintain thorough documentation throughout the support process.

🎯 Requirements

• 1 - 2 years in a customer support or similar role.
• Strong troubleshooting skills and ability to work under pressure.
• Excellent written and verbal communication with professionalism and empathy.
• Proven ability to build relationships and advocate for customer needs.
• Customer-first mindset; proactive in resolving issues.
• Experience managing and resolving complex issues collaboratively.

🎁 Benefits

• Competitive base salary and benefits package.