Technical Support Engineer

BitGo (NYSE: BTGO) is the digital asset infrastructure company delivering custody, wallets, staking, trading, financing, stablecoins, and settlement services from regulated cold storage. Since 2013, BitGo has focused on accelerating the transition of the financial system to a digital asset economy. BitGo maintains a global presence and multiple regulated entities, including BitGo Bank & Trust, National Association, the first federally chartered digital asset trust bank owned by a publicly traded company. Today, BitGo serves thousands of institutions, including many of the industry's top brands, financial institutions, exchanges, and platforms, and millions of investors worldwide. 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, Slack, JIRA, Linear, Freshdesk and any of the AI tools 
• 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.