Fireblocks

Provide first-line technical support and incident management for a SaaS platform, collaborating with teams to improve customer experience. | 1-2 years customer support experience with troubleshooting and communication skills; bachelor's degree preferred; blockchain and scripting familiarity a plus. | The world of digital assets is accelerating in speed, magnitude, and complexity, opening the door to new ways for leveraging the blockchain. Fireblocks’ platform and network provide the simplest and most secure way for companies to work with digital assets and it trusted by some of the largest financial institutions, banks, globally-recognized brands, and Web3 companies in the world, including BNY Mellon, BNP Paribas, ANZ Bank, Revolut, and thousands more. What You’ll Do 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-Pacific hours and operates on a 24/7 schedule including weekend and holidays to meet customer needs, with shifts determined based on seniority and business requirements. The hired candidate will ultimately work a fixed Wednesday through Sunday schedule consisting of: Wednesday and Thursday: 8:00 AM to 5:00 PM (US- Pacific) Friday: 10:00 AM to 7:00 PM (US-Pacific) Saturday 8:00 AM to 5:00 PM (US-Pacific) Sunday: 8:00 AM to 5:00 PM (US-Pacific) *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. Responsibilities 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. Required Skills 1 - 2 years of experience in a customer support or similar role, with a passion for delivering exceptional service. Strong troubleshooting skills with the ability to work under pressure and prioritize customer needs effectively. Exceptional written and verbal communication skills, demonstrating professionalism and empathy in all interactions. Proven ability to build strong relationships with customers, acting as a trusted advisor and advocate for their needs. A customer-first mindset, ensuring that resolutions align with customer success and satisfaction. Demonstrated experience in managing and resolving complex issues with a proactive and collaborative approach. Ability to adapt quickly to changing customer needs and prioritize tasks to meet expectations. Commitment to continuous learning and staying updated on the latest industry trends and technologies. Nice-to-Have Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent experience. Previous experience supporting SaaS-based solutions or working in the financial services or technology sectors. Familiarity with databases, scripting languages (Python, JavaScript, etc.), and tools like Coralogix, Kibana, Grafana, and LogStash. Understanding of blockchain technologies and cryptographic principles used in public blockchain networks. Proven ability to work collaboratively in a team-oriented environment to solve customer challenges. 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 $90,000 to $95,000. 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. While we believe competitive compensation is a critical aspect of you deciding to join us, we do hope you also spend time considering why our mission and culture are right for you. We are creating something transformational here, and we hope you are as excited about the future as we are. Fireblocks' mission is to enable every business to easily and securely access digital assets and cryptocurrencies. In order to do that, we strongly believe our workforce should be as diverse as our clients, and this is why we embrace diversity and inclusion in all its forms. Please see our candidate privacy policy here.

Lead global marketing operations strategy by developing technology stack, processes, and reporting to enable scalable growth. | 8+ years B2B SaaS marketing operations experience with 3+ years management and expertise in martech stack design and operational strategy. | The world of digital assets is accelerating in speed, magnitude, and complexity, opening the door to new ways for leveraging the blockchain. Fireblocks’ platform and network provide the simplest and most secure way for companies to work with digital assets and it trusted by some of the largest financial institutions, banks, globally-recognized brands, and Web3 companies in the world, including BNY Mellon, BNP Paribas, ANZ Bank, Revolut, and thousands more. The Opportunity: We are looking for an innovative and hands-on leader to evolve and expand our marketing operations strategy supporting our global go-to-market motions. As team leader you will be responsible for performance accountability and efficient investment, and will develop the technology stack, processes, forecasting and reporting to support it. You’ll spend your time Defining a vision and strategy for marketing operations that enables scalable growth and data-based decisions across the team. Refining the technology stack, including evaluation, selection, implementation, and customization of both existing and new tooling. Partnering with Fireblocks’ data and analytics team to ensure accurate and actionable reporting on customer lifetime value, customer acquisition costs and ROI. Regularly inform stakeholders across marketing, sales, and finance of insights on marketing performance to ensure cross functional alignment on the best possible data-driven marketing strategy. Tracking and reporting the entire GTM funnel and marketing’s impact on it including volume, velocity, conversion stage-to-stage, and average value. Ensuring operational processes are designed, documented, understood, and followed globally. Develop a strong multi-faceted operational team that drives efficiency, agility, and excellence across marking. What You’ll Need 8+ years experience B2B SaaS marketing operations. 3+ years of management experience and a strong presence in leadership forums. Entrepreneurial-minded with natural high sense of urgency and comfort in high speed environments. Willingness to roll your sleeves up, be hands-on and lead by example. Excellent communicator who can drive consensus and articulate recommendations to cross functional partners. Proven experience with operational strategy design and cross-functional change management. Demonstrated experience designing an innovative marketing technology stack. Exceptional planning, organizational and project management skills. East Coast US remote. For employees hired to work remotely 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 147,000-222,000. 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. While we believe competitive compensation is a critical aspect of you deciding to join us, we do hope you also spend time considering why our mission and culture are right for you. We are creating something transformational here, and we hope you are as excited about the future as we are. Fireblocks' mission is to enable every business to easily and securely access digital assets and cryptocurrencies. In order to do that, we strongly believe our workforce should be as diverse as our clients, and this is why we embrace diversity and inclusion in all its forms. Fireblocks' mission is to enable every business to easily and securely access digital assets and cryptocurrencies. In order to do that, we strongly believe our workforce should be as diverse as our clients, and this is why we embrace diversity and inclusion in all its forms. Please see our candidate privacy policy here.