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Technical Support Engineer, London

full-time BitGo London

BitGo, a global leader in digital currency security, provides sophisticated digital wallets, offline vaults, single integration APIs, and private blockchains to financial institutions. BitGo supports Bitcoin, Ethereum, Ripple, Litecoin, Bitcoin Cash, Bitcoin Gold, RMG, and ERC20 tokens, with many more being continuously released. BitGo’s clients include the world’s largest cryptocurrency exchanges and financial enterprises conducting over $12 billion in monthly transactions: Bitstamp, The Royal Mint, The CME Group, Bitbank, BitBay, Brave, KCoin, Ripple, Bitcoin IRA, CoinPayments, Pantera, Genesis, Wirex, Bitso, and many more.

BitGo Inc. was founded in 2013 in Palo Alto, CA and is led by CEO/Co-Founder Mike Belshe, creator of the world’s first multisig protocols for Bitcoin, and author of SPDY, and CTO Benedict Chan, creator of the world’s first Ethereum multisig web wallet. BitGo raised over $54.5 million in funding led by Valor Equity Partners, Redpoint Ventures, DRW, and David Sacks among other capital investors.


RESPONSIBILITIES

  • Diagnose and troubleshoot technical issues, including account setup and configuration
  • Track customer issues through to resolution, within agreed time limits
  • Assist clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software engineers)
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Proven work experience as a Technical Support Engineer or similar role
  • Hands-on experience with SaaS environments
  • Good understanding of computer systems, mobile devices and other tech products
  • Familiarity with remote desktop applications and help desk software (eg. Zendesk, Freshdesk)
  • Excellent problem-solving, troubleshooting and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • BS degree in Information Technology, Computer Science or relevant field
  • Programming/database/API troubleshooting experience is highly recommended
  • Opportunity to work for a true fast growing tech startup in one of the hottest industries
  • Opportunity to work with an awesome team of unique and smart people
  • Competitive salary, bonus, stock options
  • Fully paid health insurance, including spouse and kids
  • Paid time off and paid holidays

https://www.bitgo.com
published: June 30, 2018

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