Frontline Support Engineer
About the Role
You will act as the first point of contact for customers, providing real-time support via Slack and other communication tools. You will deliver technical support for the SaaS platform, troubleshoot and prioritize issues under pressure, escalate complex problems, manage cases with clear documentation, participate in war room calls during incidents, and proactively identify recurring issues and suggest process improvements. This role operates on US‑EAST hours and follows a 24/7 shift schedule.
Requirements
- 1 - 2 years of experience in a customer support or similar role
- Strong troubleshooting skills with the ability to work under pressure
- Exceptional written and verbal communication skills
- Proven ability to build strong relationships with customers
- Customer-first mindset
- Demonstrated experience in managing and resolving complex issues collaboratively
- Ability to adapt quickly to changing customer needs and prioritize tasks
- Commitment to continuous learning and staying updated on industry trends and technologies
- Bachelor’s degree in Computer Science, Information Systems, or a related field or equivalent experience (nice to have)
- Previous experience supporting SaaS-based solutions or working in financial services or technology (nice to have)
- Familiarity with databases
- Familiarity with scripting languages such as Python and JavaScript
- Familiarity with tools like Coralogix, Kibana, Grafana, and LogStash
- Understanding of blockchain technologies and cryptographic principles (nice to have)
Responsibilities
- Serve as a trusted advisor and advocate for customers
- Provide real-time support via Slack and other communication tools
- Deliver technical support for the SaaS platform
- Escalate complex issues to the Senior Support Team and collaborate on resolutions
- Identify and resolve recurring issues and contribute to process improvements
- Manage cases and maintain clear, detailed documentation
- Communicate during critical incidents and participate in war room calls
- Follow business processes and suggest improvements
Benefits
- target bonus
- equity grant
- generous benefits