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Senior Technical Support Engineer

Tel Aviv

About The Position

As a Senior Technical Support Engineer @ Fireblocks, you will provide technical support to worldwide customers. You will work closely with the R&D and Product teams and be part of a new and growing team.


You will have the opportunity to learn the ins and outs of the worlds of cyber and digital assets and master our groundbreaking product while becoming a source of knowledge and expert of our system.


The position will include dealing with all customer cases - from operational tasks to deep investigation of technical issues.

Giving fast and accurate technical support to our existing customers overseas, mainly via email and instant messaging in real-time due to the nature of our customers’ operations. 


Writing knowledge base articles, user guides, developing internal tools, and analyzing and providing feedback from the customers to the R&D team in order to improve the product.


You will have the opportunity to work with the best in the field and grow within the company.

Requirements

- At least 3-4 years experience as a Technical Support / Operations Engineer / SRE 

- Good understanding of the technical fundamentals of the Internet. You should have sufficient knowledge of internet protocols such as TCP/IP, SSL,DNS as well as the ability to use diagnostic tools to troubleshoot connectivity issues

- Ability to write SQL queries using basic functions

- Understands software life cycle, CI/CD flow, Git and Jira

- Broad Linux experience

- Problem-solving skills with a desire to learn, take on responsibility, and to make an impact

- Hands-on experience with Logging, Alert & Metrics solutions, mainly Kibana and Grafana

- High attention to detail including proven ability to manage multiple, competing priorities simultaneously

- Fluent English and confidence to communicate in English

- Node & React programming experience / experiment with SaaS - Advantage

- BSc graduate in Computer Science/other technical field or equivalent experience from a technology unit in the army - advantage

- Knowledge in the Crypto & Blockchain space - advantage



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