Technical support jobs in crypto and blockchain companies

Who We Are FreedX is a newly established cryptocurrency exchange dedicated to providing a seamless, secure, and innovative trading experience. Our team comprises experienced professionals from the crypto, finance, and technology sectors, all passionate about driving the future of digital finance. At FreedX, we are committed to creating a platform that empowers our clients with the freedom to manage their digital assets confidently and efficiently. Our Vision At FreedX, our vision is to be the most trusted and reliable cryptocurrency exchange, offering unparalleled freedom and scalability to our clients. We aim to build a platform where users can trade and manage their assets with complete peace of mind, knowing that their security and reliability are our top priorities. We strive to continuously innovate and adapt to the evolving needs of the crypto market, ensuring that our clients have access to the best tools and services to achieve their financial goals. Join us on our journey to redefine the standards of digital asset trading and experience the freedom, reliability, and scalability that FreedX has to offer. Role Overview: As a Senior Technical Support Agent (L2) at FreedX, you are responsible for providing advanced support for complex technical issues and escalations from the Customer Support team. This role focuses on resolving in-depth technical problems, including platform functionality, account security, blockchain transactions, and trading-related inquiries. Working closely with cross-functional teams, you will document resolutions, contribute to the knowledge base, and support L1 agents by sharing expertise to enhance team capabilities. Key Responsibilities: Advanced Troubleshooting and Escalation Management: Address complex technical issues, including platform functionality errors, technical trading inquiries, blockchain transactions, and escalations related to security. Cross-Functional Collaboration: Work closely with product, compliance and other teams to resolve technical issues, acting as the bridge between customer support and technical departments. VIP Client Requests: Serve as a primary contact for VIP clients, ensuring a high level of responsiveness and resolution for priority cases. Knowledge Base Contribution and Documentation: Document solutions for intricate issues to expand the knowledge base, aiding in the training of L1 agents and improving the customer self-service portal. Continuous Improvement and Training: Provide feedback to L1 agents on common issues, supporting their growth and helping to reduce escalations through enhanced knowledge transfer. Requirements3 years of technical support experience, with at least 1 providing support to a crypto or web3 product. In-depth knowledge of platform troubleshooting, blockchain transactions, trading, and account security practices. Extensive knowledge about cryptocurrencies and cryptocurrency trading practices. Knowledge about blockchain and how blockchain transactions are done.  Exceptional analytical skills, with the ability to diagnose and resolve complex issues. Proven ability to work cross-functionally and communicate technical information effectively. Experience with documentation processes and creating resources for support teams. Leadership skills to guide L1 agents during your shift and help them develop.  Comfortable with using all channels of support: Chat, Email, Phone and Social Media.  BenefitsWhat We Offer:Competitive salary and performance-based discretionary bonuses,Flexible work schedule, remote work opportunityGenerous paid leaveOpportunity for professional development, participation to industry eventsFreedX is an equal opportunity employer. We stand for an open and inclusive work environment that fosters the well-being of everyone. We embrace and encourage differences in age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make our people unique.About the companyWho We AreFreedX is a newly established cryptocurrency exchange dedicated to providing a seamless, secure, and innovative trading experience. Our team comprises experienced professionals from the crypto, finance, and technology sectors, all passionate about driving the future of digital finance. At FreedX, we are committed to creating a platform that empowers our clients with the freedom to manage their digital assets confidently and efficiently.Our Vision:At FreedX, our vision is to be the most trusted and reliable cryptocurrency exchange, offering unparalleled freedom and scalability to our clients. We aim to build a platform where users can trade and manage their assets with complete peace of mind, knowing that their security and reliability are our top priorities. We strive to continuously innovate and adapt to the evolving needs of the crypto market, ensuring that our clients have access to the best tools and services to achieve their financial goals.Join us on our journey to redefine the standards of digital asset trading and experience the freedom, reliability, and scalability that FreedX has to offer.

Company DescriptionAbout CyberArk: CyberArk (NASDAQ: CYBR), is the global leader in Identity Security. Centered on privileged access management, CyberArk provides the most comprehensive security offering for any identity – human or machine – across business applications, distributed workforces, hybrid cloud workloads and throughout the DevOps lifecycle. The world’s leading organizations trust CyberArk to help secure their most critical assets. To learn more about CyberArk, visit our CyberArk blogs or follow us on Twitter, LinkedIn or Facebook.Job DescriptionTechnical Support Engineers provide multiple channels of technical assistance to help ensure Venafi customers are securely and properly using their Identity Management security platform. We are looking for either a junior person with strong potential or an experienced A+ team member.Technical support for customers purchasing and using Venafi products.Comfortable with office hours and able to adjust occasionally for customer convenience.Assist in the design of technical solutions for customers based on Venafi and partner products and technology.Work closely with other field teams to ensure cohesive product and services solution.Proactively communicate customer problems and record all customer interactions in our CRM system.Assist the Customer in performing the installation and customization of Venafi products in the customer’s environment.Establish and maintain effective working relationships with clients.Work effectively with QA and development to troubleshoot and resolve complex product issues.Ability to potentially travel for customer or company events.Help create and deliver product training.#LI-JA1QualificationsEnterprise level troubleshooting and Support experiencePublic Key Infrastructure (PKI) including technology, standards, and implementations.Securing Internet applications, e.g., cryptography, standards, techniques.Understanding of large network design, layout, and operations.Identity and Authentication technologies, e.g., LDAP, Active Directory. Okta, SAML, CyberArkDatabase (MS SQL/MySQL) experience, including the ability to write queries.Excellent presentation, verbal, and written communications skills.How you will stand out from the crowd:Bachelor's degree or equivalent experience.Experience using Venafi's products and encryption technologies.Experience with Web application technology (MQ, Mainframe, WebSphere, IIS, F5s) environments a plus.Understanding of web application design and implementation.Basic scripting or coding understanding. (Bash, PowerShell, C#, Python)Experience working Kubernetes, Docker, or APIsDirect security or systems management industry experience.CISSP or other security certificates a plus.Additional InformationCyberArk is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.We are unable to sponsor or take over sponsorship of employment Visa at this time.The salary range for this position is $70,000 – $140,000/year, plus commissions or discretionary bonus, which will be based on the employee’s performance. Base pay may also vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes a wide range of medical, dental, vision, financial, and other benefits.