{"id":133531,"url":"https://alion.io/job/fireblocks-front-line-support-engineer-east-coast","title":"Front Line Support Engineer - East Coast","company":{"id":47481,"name":"Fireblocks","domain":"fireblocks.com","url":"https://alion.io/company/fireblocks","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":99,"open_postings":26,"ghost_share":0,"stale_share":0.038,"repost_share":0,"time_to_fill_p50_days":55,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":90000,"max":95000,"currency":"USD","period":"year","gross":null,"usd_annual":95000},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"DeFi","optional":false},{"name":"Slack","optional":false},{"name":"Grafana","optional":true},{"name":"JavaScript","optional":true},{"name":"Kibana","optional":true},{"name":"Logstash","optional":true},{"name":"Python","optional":true}],"status":"live","first_seen_at":"2026-08-18T21:22:57Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-23T07:20:48Z","board_verified":true,"closed_at":null,"days_open":65,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":65},"description":"Fireblocks is the company bringing global finance onchain. Backed by over $1 billion in capital, we are the premier digital asset infrastructure provider trusted by thousands of industry-defining financial institutions, including banks, payment providers, fintechs, and global corporates such as BNY Mellon, BNP Paribas, ANZ Bank, Western Union, Stripe, and Revolut. Built for institutional scale and security, our enterprise-grade platform and network have powered over $14 trillion in digital asset transfers worldwide.\nWhat You’ll Do\nJoin 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.\nThis 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.\n\n*Please note that these hours are subject to change based on business needs, with or without advance notice.\n\nTraining Period:\nAll 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.\nResponsibilities\nServe as a trusted advisor and advocate for customers, managing inquiries with empathy and efficiency.\nProvide real-time support via Slack and other communication tools, ensuring timely and accurate resolutions.\nDeliver outstanding technical support for Fireblocks' SaaS platform, going above and beyond to address customer needs.\nEscalate and collaborate on complex issues with the Senior Support Team, ensuring seamless resolution and customer satisfaction.\nProactively identify and resolve recurring issues, contributing to process improvements and enhancing the customer experience.\nManage cases meticulously, maintaining clear and detailed documentation throughout the support process.\nCommunicate effectively during critical incidents, participating in \"war room\" calls and keeping customers informed with timely updates.\nEmbrace and adhere to business processes and policies while suggesting improvements to enhance the customer journey.\nRequired Skills\n1 - 2 years of experience in a customer support or similar role, with a passion for delivering exceptional service.\nStrong troubleshooting skills with the ability to work under pressure and prioritize customer needs effectively.\nExceptional written and verbal communication skills, demonstrating professionalism and empathy in all interactions.\nProven ability to build strong relationships with customers, acting as a trusted advisor and advocate for their needs.\nA customer-first mindset, ensuring that resolutions align with customer success and satisfaction.\nDemonstrated experience in managing and resolving complex issues with a proactive and collaborative approach.\nAbility to adapt quickly to changing customer needs and prioritize tasks to meet expectations.\nCommitment to continuous learning and staying updated on the latest industry trends and technologies.\nNice-to-Have\nBachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent experience.\nPrevious experience supporting SaaS-based solutions or working in the financial services or technology sectors.\nFamiliarity with databases, scripting languages (Python, JavaScript, etc.), and tools like Coralogix, Kibana, Grafana, and LogStash.\nUnderstanding of blockchain technologies and cryptographic principles used in public blockchain networks.\nProven ability to work collaboratively in a team-oriented environment to solve customer challenges.\nIt 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. \nWhile 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.\nFireblocks' 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. \n Please see our candidate privacy policy here.","description_format":"text","description_chars":5146,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Blockchain Infrastructure","Crypto Wallets","Stablecoins"],"lifecycle":[{"event":"open","at":"2026-08-18T21:22:57Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 7 · green card filings: 1","filings_12m":7,"filings_prev_12m":4,"green_card_filings_12m":1,"median_offered_wage_usd":126250,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":32,"band":"fade","label":"Fading","p_open":1,"p_active":0.724,"p_room":0.44,"age_days":65,"expected_fill_days":55,"reasons":["conf:3","win:tail","crowd:junior"],"computed_at":"2026-10-23T05:54:15Z"},"pay":{"stated_usd_annual":95000,"is_top_pay":true},"html_url":"https://alion.io/job/fireblocks-front-line-support-engineer-east-coast","json_url":"https://alion.io/job/fireblocks-front-line-support-engineer-east-coast.json","meta":{"generated_at":"2026-10-23T11:48:54Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":17935,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":47481},"rest":"https://alion.io/mcp/rest/get_company?id=47481"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffireblocks-front-line-support-engineer-east-coast"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffireblocks-front-line-support-engineer-east-coast"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffireblocks-front-line-support-engineer-east-coast"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/fireblocks-front-line-support-engineer-east-coast\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffireblocks-front-line-support-engineer-east-coast"}]}