Front Line Support Engineer (East Coast)
Fireblocks
Location not specified
Full-time
Remote
$90k – $95k/yr
Posted Sep 2, 2026
Job Description
• Join our mission to deliver unparalleled customer support in the dynamic world of cryptocurrency and DeFi. As a Customer Frontline Support Engineer, you will act as the first point of contact for our customers, resolving complex issues with empathy, precision, and urgency. You’ll be instrumental in ensuring our customers succeed, collaborating with internal teams to deliver proactive, world-class support
• This role is intended to work US-Eastern hours and operates on a 24/7 schedule including weekends and holidays to meet customer needs, with shifts determined based on seniority and business requirements
• The hired candidate will ultimately work a fixed schedule consisting of:
• Monday through Friday: 11:00 AM to 8:00 PM (US-Eastern)
• Candidates may also be required to work weekend shifts as business needs dictate, following either a Tuesday through Saturday or Sunday through Thursday schedule (with hours to be confirmed based on the assigned rotation)
• *Please note that these hours are subject to change based on business needs, with or without advance notice
• Training Period: All new hires will initially undergo training Monday through Friday during standard US-Eastern business hours. During the training period, which may last approximately 90 to 180 days depending on individual progress and proficiency with the platform, candidates may occasionally be scheduled for rotating weekend shifts (Saturday or Sunday, 11:00 AM to 8:00 PM US-Eastern) as part of their onboarding and readiness preparation. Upon successful completion of training, the employee will transition to the assigned Wednesday through Sunday schedule listed above
• Serve as a trusted advisor and advocate for customers, managing inquiries with empathy and efficiency
• Provide real-time support via Slack and other communication tools, ensuring timely and accurate resolutions
• Deliver outstanding technical support for Fireblocks’ SaaS platform, going above and beyond to address customer needs
• Escalate and collaborate on complex issues with the Senior Support Team, ensuring seamless resolution and customer satisfaction
• Proactively identify and resolve recurring issues, contributing to process improvements and enhancing the customer experience
• Manage cases meticulously, maintaining clear and detailed documentation throughout the support process
• Communicate effectively during critical incidents, participating in “war room” calls and keeping customers informed with timely updates
• Embrace and adhere to business processes and policies while suggesting improvements to enhance the customer journey
Benefits
• Flexible vacation policy
• This role is intended to work US-Eastern hours and operates on a 24/7 schedule including weekends and holidays to meet customer needs, with shifts determined based on seniority and business requirements
• The hired candidate will ultimately work a fixed schedule consisting of:
• Monday through Friday: 11:00 AM to 8:00 PM (US-Eastern)
• Candidates may also be required to work weekend shifts as business needs dictate, following either a Tuesday through Saturday or Sunday through Thursday schedule (with hours to be confirmed based on the assigned rotation)
• *Please note that these hours are subject to change based on business needs, with or without advance notice
• Training Period: All new hires will initially undergo training Monday through Friday during standard US-Eastern business hours. During the training period, which may last approximately 90 to 180 days depending on individual progress and proficiency with the platform, candidates may occasionally be scheduled for rotating weekend shifts (Saturday or Sunday, 11:00 AM to 8:00 PM US-Eastern) as part of their onboarding and readiness preparation. Upon successful completion of training, the employee will transition to the assigned Wednesday through Sunday schedule listed above
• Serve as a trusted advisor and advocate for customers, managing inquiries with empathy and efficiency
• Provide real-time support via Slack and other communication tools, ensuring timely and accurate resolutions
• Deliver outstanding technical support for Fireblocks’ SaaS platform, going above and beyond to address customer needs
• Escalate and collaborate on complex issues with the Senior Support Team, ensuring seamless resolution and customer satisfaction
• Proactively identify and resolve recurring issues, contributing to process improvements and enhancing the customer experience
• Manage cases meticulously, maintaining clear and detailed documentation throughout the support process
• Communicate effectively during critical incidents, participating in “war room” calls and keeping customers informed with timely updates
• Embrace and adhere to business processes and policies while suggesting improvements to enhance the customer journey
Benefits
• Flexible vacation policy