Technical Support Engineer - AMER at BitGo Inc.

<div class="content-intro"><p>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 <a class="c-link" href="http://www.bitgo.com/" target="_blank" data-stringify-link="http://www.bitgo.com" data-sk="tooltip_parent">www.bitgo.com</a>.</p></div><p>We are looking for a <strong>Technical Support Engineer</strong> to join our global team in Bangalore.</p> <p><strong>Responsibilities: </strong></p> <ul> <li>Investigate client inquiries and provide “white glove” assistance via phone, email, or chat</li> <li>Provide first response to technical issues, solve where possible </li> <li>Properly triage and escalate unresolved issues to appropriate internal teams in an effective, tactical, and empathetic manner </li> <li>Track customer inquiries through to resolution, maintaining a timely cadence of communication </li> <li>Develop and maintain technical and non-technical playbooks </li> <li>Prioritize and manage several open inquiries at one time </li> <li>Maintain a high bar for client experience by setting an example through performance and work ethic </li> <li>Participate in an on-call rotation to handle high priority queues </li> <li>Must work in a defined working hours, as required by the business </li> </ul> <p> </p> <p><strong>Qualifying Skills & Experience: </strong></p> <ul> <li>Have graduated with Computer Science or related bachelor’s degree </li> <li>2+ years of work experience in a technical support setting, within financial institutions preferred </li> <li>Strong problem-solving and troubleshooting skills </li> <li>Stellar team player and can navigate issue resolution with cross functional teams</li> <li>Fantastic communication skills, both verbal and written </li> <li>Good understanding of Google apps, Salesforce, JIRA </li> <li&gt