Technical Support Engineer - Weekend

About the role

BitGo is seeking a Technical Support Engineer to provide premium, “white glove” assistance to its clients during weekend hours. The role is based onsite in Bangalore and involves handling technical inquiries across phone, email, and chat while collaborating with internal teams.

Key responsibilities

• Investigate client inquiries and provide “white glove” assistance via phone, email, or chat.
• Provide first response to technical issues and resolve them when possible.
• Tri‑age and escalate unresolved issues to internal teams in an empathetic and tactical manner.
• Track inquiries through to resolution, maintaining timely communication.
• Develop and maintain technical and non‑technical playbooks.
• Prioritize multiple open inquiries simultaneously.
• Participate in an on‑call rotation for high‑priority queues.

Required profile

• Bachelor’s degree in Computer Science or a related field.
• At least 2 years of experience in a technical support role, preferably within financial institutions.
• Strong problem‑solving and troubleshooting abilities.
• Excellent verbal and written communication skills.
• Ability to work collaboratively with cross‑functional teams.

Required skills

• Proficiency with Google Workspace applications.
• Experience using Slack, JIRA, Linear, and Freshdesk.
• Familiarity with AI‑assisted support tools.
• Comfort with command‑line interfaces for technical troubleshooting.

What we offer

• Competitive salary.
• IT equipment support for work.
• Meal and commute allowance.
• Medical insurance and well‑being allowance.
• On‑site snacks in the Bangalore office.
• Opportunity to work with a talented workforce in a fast‑growing crypto‑finance company.