Frontline Support Team Lead

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.

Founded in 2018 and already valued at over $8 billion, Fireblocks is a SaaS platform that helps companies create innovative products on the blockchain and manage day-to-day crypto operations. Fireblocks is 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, to securely scale digital asset operations through the Fireblocks Network and MPC-based wallet infrastructure. We have offices in New York, London, Tel Aviv, and Singapore, and we continue expanding our teams to reach new customers globally

What you’ll do

Ready to join the fast-paced world of navigating the shifting landscape of regulations for cryptocurrency and DeFi?

As a Frontline Support Team Lead at Fireblocks, you will bridge the gap between individual contributor excellence and team leadership, serving as both a hands-on technical expert and a mentor to frontline engineers. This role combines deep technical expertise in supporting Fireblocks's SaaS platform with leadership responsibilities including team development, process improvement, and cross-functional collaboration. You will be instrumental in maintaining Fireblocks' reputation for best-in-class customer support while developing the next generation of support engineers.

Our Frontline Support Team operates 24/7, 365 days a year, including all major holidays and paid overtime. Each frontline team member is assigned to a 5x8 schedule, including one weekend day (5 shifts per week, 8 hours per shift), etc., determined through a requirement—and seniority-based shift bid process. The Frontline Support Team Lead is also expected to attend any P1/Urgent escalations over the weekend.

Core Responsibilities

• Technical Excellence & Customer Support
  • Ensure that the Frontline Support Team delivers expert-level technical support for Fireblocks's SaaS platform, handling the most complex customer cases
  • Lead investigation and resolution of sophisticated technical issues, including cryptocurrency transactions, balance discrepancies, API integrations, and 3rd-party financial institution connectivity
  • Serve as the primary escalation point for frontline engineers on challenging technical cases or business-level escalations.
  • Analyze blockchain ledger logs, transaction flows, and cryptographic implementations to diagnose complex issues
  • Maintain accountability for critical customer cases through to resolution, ensuring SLA compliance and tracking support tickets to ensure proper resolution.
• Team Leadership & Development
  • Mentor and coach a team of 4-8 frontline support engineers, providing technical guidance and career development
  • Lead technical training sessions and onboarding programs for new team members
  • Conduct regular one-on-ones focused on skill development, case review, and performance improvement
  • Create and maintain comprehensive training materials, playbooks, and knowledge base articles
  • Facilitate knowledge sharing sessions and post-mortem reviews to drive continuous learning
  • Adopt and influence AI/ML and Automations for improving case deflections.
• Process Ownership & Quality Assurance
  • Establish and enforce case management standards, ensuring meticulous documentation and RCA processes
  • Review and approve escalations, providing quality control on case handling and customer communication
  • Drive the adoption of business processes and policies across the frontline support team
  • Identify process inefficiencies and lead improvement initiatives to enhance team productivity
  • Maintain dashboard metrics and reporting on team performance and customer satisfaction
• Cross-Functional Collaboration
  • Partner closely with Dev-Ops, Product, Engineering, and DevOps teams on systemic issues and feature requests.
  • Represent frontline support in product planning discussions and technical roadmap reviews.
  • Coordinate with Customer Success and Sales teams on high-value customer escalations
  • Participate in incident response (war rooms) and serve as support liaison during critical outages
  • Provide customer feedback and feature requests to product development team.
• Strategic Initiatives
  • Lead special projects related to support tooling, automation, and process optimization
  • Contribute to support readiness for new product launches and feature releases
  • Drive the implementation of proactive support measures to prevent common customer issues
  • Support business expansion by ensuring scalability and process standardization

Requirements

Essential Qualifications

• 5-7 years of technical support experience, with at least 1-2 years in a senior or lead capacity
• Proven leadership experience managing or mentoring technical teams for at least 1-2 years.
• Expert-level troubleshooting skills with the ability to work under high pressure
• Strong customer focus with exceptional communication skills (written and verbal)
• Experience with SaaS platforms and enterprise-level technical support
• API implementation, debugging, and integration experience
• Work ethics and flexibility to support unorthodox hours when business needs require
• Willingness to travel internationally for training, customer visits, and technical sessions

Technical Skills

• Blockchain and cryptocurrency knowledge, including transaction analysis and wallet integrations - highly preferred
• Scripting proficiency in Python, Bash, or similar languages for automation and analysis - highly preferred
• DevOps/SRE experience with cloud infrastructure and monitoring tools - highly preferred
• Understanding of cryptographic algorithms used in blockchain networks (elliptic curve, hashing, public key cryptography) - highly preferred
• Financial services technology experience preferred
• Database querying and log analysis capabilities
• Bachelor's or Master's degree in Computer Science, Engineering, or equivalent technical field preferred
• Relevant professional certifications in cloud platforms, security, or blockchain technology are a plus

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