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BitGo
Technical Support Engineer
at BitGo
about 1 month ago | 239 views | 12 applications

Technical Support Engineer

Full-time
Remote
Per year
$68,000 To $70,000

About the company

BitGo is the leader in digital asset financial services, providing institutional investors with liquidity, custody, and security solutions. Founded in 2013, BitGo pioneered the multi-signature wallet and is the first digital asset company to focus exclusively on serving institutional clients. Active in both centralized and decentralized finance, BitGo offers market leading trading, lending, and borrowing services through its prime brokerage services and acts as the custodian for WBTC, the leading global stablecoin for Bitcoin. In 2020, BitGo launched BitGo Portfolio and Tax, providing clients with a full-stack solution for digital assets. In 2018, it launched BitGo Trust Company, the first qualified custodian purpose-built for storing digital assets. BitGo processes approximately 20% of all global Bitcoin transactions, and supports over 600 coins and tokens. BitGo provides the security and operational backbone for more than 1500 institutional clients in 50 countries, including many regulated entities and the world’s top cryptocurrency exchanges and platforms. BitGo is backed by Goldman Sachs, Craft Ventures, Digital Currency Group, DRW, Galaxy Digital Ventures, Redpoint Ventures, and Valor Equity Partners.

Job Summary

Responsibilities:

📍Investigate client inquiries and provide “white glove” assistance via phone, email, or chat 📍Provide first response to technical issues, solve where possible 📍Properly triage and escalate unresolved issues to appropriate internal teams in an effective, tactical, and empathetic manner 📍Track customer inquiries through to resolution, maintaining a timely cadence of communication 📍Develop and maintain technical and non-technical playbooks 📍Prioritize and manage several open inquiries at one time 📍Maintain a high bar for client experience by setting an example through performance and work ethic 📍Participate in an on-call rotation to handle high priority queues 📍Must work in a defined working hours, as required by the business;

Qualifying Skills & Experience:

📍Have graduated with Computer Science or related bachelor’s degree 📍2+ years of work experience in a technical support setting, within financial institutions preferred 📍Strong problem-solving and troubleshooting skills 📍Stellar team player and can navigate issue resolution with cross functional teams 📍Fantastic communication skills, both verbal and written 📍Good understanding of Google apps, Salesforce, JIRA 📍Flexible and adaptable to meeting the evolving needs of fast paced organization undergoing tremendous growth 📍Technical troubleshooting experience preferred, not intimidated by command-line interfaces

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