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Senior Technical Support Engineer at Fireblocks
FireblocksDubai; Hong Kong; Singapore; Tel Aviv-Yafo, Tel Aviv District, Israel·1w ago
SeniorFull-timeJavaScriptPythonJavaRustReactGit
Salary Range
$95,472 - $129,168 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are seeking an experienced Technical Support Engineer to join Fireblocks' Senior Team, specializing in handling escalations from the Frontline Support Team and resolving technically challenging issues related to blockchain technology.
Key Responsibilities
- →Investigate and resolve complex technical issues escalated from the Frontline Support Team, particularly those related to the Dynamic product, SDKs, APIs, and integrations.
- →Assist customers with implementation and rollout of Dynamic features, including SDK usage and integration best practices.
- →Provide deep technical troubleshooting across wallet infrastructure, authentication flows, blockchain interactions, and cloud-based systems.
- →Collaborate with Engineering, Product, DevOps, and Site Reliability teams to troubleshoot and resolve advanced cases efficiently.
- →Provide real-time assistance via Slack, Google Meet, and ticketing systems for urgent or technically demanding matters.
- →Participate in critical incident response, including emergency troubleshooting sessions and post-incident reviews to identify improvements.
- →Maintain thorough case documentation, including root cause analysis, resolution steps, and preventive recommendations.
- →Contribute to internal knowledge base articles, troubleshooting guides, and support tooling improvements.
- →Mentor Frontline Support Engineers to strengthen overall team troubleshooting skills and technical depth.
Requirements
- ✓2–4 years of experience in Technical Support, Customer Success Engineering, or a similar technical troubleshooting role.
- ✓Solid understanding of Web3 and blockchain fundamentals, including wallets, authentication, on-chain apps, and public key cryptography.
- ✓Proven expertise in debugging APIs, SDKs, system integrations, and cloud environments.
- ✓Hands-on experience working in JavaScript, with familiarity building or troubleshooting SDK-based integrations (React experience a plus).
- ✓Familiarity with scripting languages (e.g., Python, JavaScript, Bash) and SQL.
- ✓Strong communication skills, with the ability to clearly explain complex technical concepts to both technical and non-technical audiences.
- ✓Ability to manage multiple complex cases simultaneously while maintaining exceptional attention to detail.
- ✓Bachelor’s degree in Computer Science, Engineering, or related field, or equivalent practical experience.
