Customer Support Engineer
About The Position
As a 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 analysing and providing feedback from the customers to 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.
- 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