Technical Support Engineer

About the role

BitGo is on the lookout for a dedicated Technical Support Engineer to join our team in Bangalore. In this role, you will be the primary contact for our institutional clients, ensuring they receive exceptional support for our digital asset infrastructure and custody services. Your expertise will help maintain our reputation for outstanding customer service in the rapidly evolving world of digital assets.

Key facts

What you'll do

• Respond to client inquiries through various channels, including chat, email, and phone, ensuring a high standard of service.
• Serve as the initial point of contact for technical issues, resolving them directly whenever feasible.
• Assess and prioritize complex issues, escalating them to relevant internal teams while keeping clients informed throughout the process.
• Handle multiple support tickets concurrently, ensuring that response time targets are consistently met.
• Develop and maintain technical documentation and internal resources to aid in support processes.
• Participate in an on-call rotation to address urgent support needs outside of regular hours.
• Follow a structured shift schedule to align with business operations and client needs.
• Collaborate with cross-functional teams to enhance service delivery and improve client experiences.
• Provide feedback on recurring issues to help drive product improvements and enhance the support process.
• Engage in continuous learning to stay updated on the latest technologies and best practices in technical support.
• Assist in training new team members and sharing knowledge to foster a collaborative work environment.

Requirements

• A Bachelor's degree in Computer Science or a related discipline is required.
• At least 2 years of relevant experience in a technical support capacity is essential.
• Strong troubleshooting and problem-solving skills are necessary to effectively assist clients.
• Proven ability to collaborate effectively with cross-functional teams is a must.
• Exceptional verbal and written communication skills are required to convey technical information clearly.
• Familiarity with tools such as Salesforce, JIRA, and Google Workspace is important.
• Comfort with command-line interfaces is necessary for troubleshooting and support tasks.
• Availability to work the AMER shift, which is from 8:30 PM IST to 4:30 AM IST, is required.

Nice to have

• Previous experience in a technical support role within the financial services sector would be advantageous.
• Knowledge of digital asset management and custody services is a plus.
• Familiarity with customer relationship management (CRM) systems beyond Salesforce is beneficial.

Skills & tools

• Proficient in Salesforce for managing client interactions and support tickets.
• Experienced in using JIRA for tracking issues and project management.
• Skilled in Google Workspace for collaboration and documentation.
• Comfortable working with command-line interfaces for technical troubleshooting.

Practical notes

• The compensation package includes a competitive salary that reflects your experience and expertise.
• Employees enjoy a range of benefits, including comprehensive medical insurance and a well-being allowance that covers both medical and fitness expenses.
• Meal and commute allowances are also part of the benefits package to support your daily needs.
• The company provides necessary IT equipment for work, along with complimentary snacks available at the Bangalore office.
• This role requires your presence at the Bangalore office from Monday to Friday to facilitate effective communication and collaboration with the team and clients.

Join BitGo as a Technical Support Engineer and become a vital part of a team that is at the forefront of the digital asset revolution. Your contributions will ensure that our clients receive the highest level of support, helping them navigate the complexities of digital asset management with confidence.

About the company

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.