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Technical Support Director

Fireblocks

Fireblocks

IT, Customer Service
New York, NY, USA
Posted on Friday, May 31, 2024

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.

We are seeking a motivated and experienced Director of Technical Support to lead the Americas Geo. The ideal candidate will actively participate in providing top-notch support to our large enterprise clients and oversee our team of skilled engineers who specialize in solving complex problems related to various blockchains and Fireblocks Infrastructure. As the Director of Technical Support in the Americas, you will be responsible for planning, building, recruiting, hiring, and engaging with our top customers in the region.

What you’ll do:

  • Hands-On Involvement in Incident Management
  • Ensuring Operational Excellence and engaging with top customers to deliver high-quality service
  • Focus on Customer Satisfaction, Productivity, Training of TAC & TAM, and Employee retention & Growth
  • Expanding and Scaling our Platinum/Premium Support strategy, direction, and initiatives
  • Acting as the ultimate point of escalation for client support issues
  • Providing overall leadership to managers and staff to adhere to processes, procedures, and policies
  • Collaborating with various teams such as Product, R&D, Customer Success, and Services to manage specific customer needs
  • Tracking Key Performance Indicators (KPIs) such as Initial Time to Response, Avg Time to resolution, Backlog Management, and CSAT results
  • Working on escalated issues with the R&D(Engineering) team and providing advanced troubleshooting support
  • Providing mentorship and guidance on technical and non-technical issues as needed

What do we expect from you:

  • Experience managing cross-functional programs, in a fast-paced environment and the ability to manage multiple projects and priorities
  • Strong professional presence and confidence working with and advising entry-level through top executives
  • Strong work ethic, integrity, and organizational skills
  • Technical and hands-on mindset, willing to triage and troubleshoot critical issues
  • Bachelor’s Degree, relevant college education, or equivalent experience
  • 3-5+ years of management experience; senior management and/or director-level experience preferred
  • An overall experience of at least 10-15 years in Support Services or Professional Services
  • Experience with Fintech, SaaS, or Blockchain technologies is a plus

For employees hired to work remotely from New York, or from our NYC HQ, Fireblocks is required by law to include a reasonable estimate of the compensation range for this role. This range is specific to New York City and takes into consideration a wide range of factors that are reviewed when making a hiring decision, such as years of experience, skills, and other business needs.

It 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 $162,000 - $189,000. 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.

While we believe competitive compensation is a critical aspect of your decision 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.