Technical Support Engineer - AMER

BitGo is the leading infrastructure provider of digital asset solutions, delivering custody, wallets, staking, trading, financing, and settlement services from regulated cold storage. Since our founding in 2013, we have focused on enabling our clients to securely navigate the digital asset space. With a global presence and multiple Trust companies, BitGo serves thousands of institutions, including many of the industry's top brands, exchanges, and platforms, and millions of retail investors worldwide. As the operational backbone of the digital economy, BitGo handles a significant portion of Bitcoin network transactions and is the largest independent digital asset custodian, and staking provider, in the world. For more information, visit www.bitgo.com . We are looking for a Technical Support Engineer to join our global team in Bangalore. 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 Why Join BitGo? Disrupting an industry takes vision, innovation, passion, technical chops, drive to deliver, collaboration, and execution. Join a team of great people who strive for excellence and personify our corporate values of ownership, craftsmanship, and open communication. We are looking for new colleagues who bring innovative ways of thinking and problem solving, and who want risks to be part of the team that changes the world’s financial markets. Here are some of the benefits of working at BitGo: • Competitive salary • IT equipment support for work • Meal and commute allowance • Medical Insurance • Attractive Well-being allowance (comprised of medical, wellness and fitness aspects) • Snacks: on-the-house in the Bangalore office • Great/Talented workforce to learn and grow with Note: This role requires working onsite (Monday to Friday) at the Bangalore office. Cryptocurrencies are the most disruptive change the financial services industry has seen in years. Join us and you’ll be able to look back and say you were part of the team that transformed investing. Working Hours (IST): • AMER: 8:30 PM IST - 4:30 AM IST