Senior Technical Support Engineer
Job Description
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.
About the Team
Fireblocks is transforming the way businesses interact with digital assets. As adoption of blockchain technology accelerates across industries, our platform and secure network have become essential infrastructure for banks, financial institutions, and Web3 innovators. Clients such as BNY Mellon, BNP Paribas, ANZ Bank, Revolut, and thousands more rely on Fireblocks to securely move and manage digital assets at scale.
We are seeking an experienced and customer-focused Technical Support Engineer – Senior Team to work on our most complex and high-priority cases. Senior Team members specialize in handling escalations from the Frontline Support Team, resolving technically challenging issues, and collaborating across departments to deliver the highest standard of service to our customers.
What You'll Do
- •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.
What You'll Need
- •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.
Timezone & Availability
- •This role requires regular working hours that overlap with US-West time zones, plus partial coverage of APAC business hours.
- •Candidates must be comfortable working early mornings or evenings as part of a rotating schedule to support customers in APAC regions.
- •Ability to collaborate asynchronously with global teams.
Nice-to-Haves
- •You’re excited about Web3 and fintech, and want to work on infrastructure used by millions of users
- •Experience supporting digital asset platforms, blockchain technologies, or cryptographic systems.
- •Understanding of key blockchain concepts, such as public key cryptography, smart contracts, and consensus protocols.
- •Experience in enterprise environments, especially in regulated industries such as financial services or compliance.
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.
About Fireblocks
Fireblocks is a leading enterprise-grade platform providing a secure infrastructure for moving, storing, and issuing digital assets. We empower financial institutions to seamlessly and securely embrace the burgeoning world of blockchain and Web3. Our robust technology safeguards billions in crypto assets, enabling banks, exchanges, and fintechs to build innovative products and services within the decentralized economy. We are at the forefront of digital asset security, offering battle-tested solutions that combine MPC cryptography, hardware isolation, and policy engines to deliver unparalleled protection. Our culture thrives on innovation, collaboration, and a shared passion for shaping the future of finance. We are a global, remote-friendly team composed of pioneers and experts across cybersecurity, blockchain engineering, and distributed systems. At Fireblocks, every team member contributes to solving complex challenges at the intersection of traditional finance and Web3, pushing the boundaries of what's possible in the digital asset space. We foster an environment where continuous learning and bold ideas are celebrated, offering ample opportunities for professional growth and impact. Join Fireblocks and be part of a company that is defining the infrastructure of the digital asset economy. If you are passionate about blockchain technology, have a strong drive to build secure, scalable, and cutting-edge solutions, and want to work alongside some of the brightest minds in the crypto industry, your place is with us. We offer competitive benefits, a dynamic work environment, and the chance to make a tangible difference in how the world interacts with digital assets. Explore our open positions and help us unlock the full potential of Web3.
Ready to Apply?
To submit your application for this position, please visit Fireblocks's official website and follow their application process.