Technical Support Engineer - Fireblocks

The world of digital assets is accelerating in speed, magnitude, and complexity, opening the door to new ways for leveraging the blockchain. Fireblocks’ platform and network provide the simplest and most secure way for companies to work with digital assets and it trusted by some of the largest financial institutions, banks, globally-recognized brands, and Web3 companies in the world, including BNY Mellon, BNP Paribas, ANZ Bank, Revolut, and thousands more.

What you’ll do

Ready to join the fast-paced world of navigating the shifting landscape of regulations for cryptocurrency and DeFi? We’re looking for an experienced Technical  Support Engineer to join a newly formed APAC Support team. As a Technical Support Engineer, you will deal with the most challenging and complex problems in the Defi and Web 3.0 space. You will support Fireblocks's continued hyper-growth and work closely with many teams, including Site Reliability, DevOps, Product and Engineering.

Our Technical Support Team operates on a 24/7 basis 365 days out of the year, including all major holidays which are paid overtime. APAC Technical Support engineer will cover 5 days weekly, might include one day over the weekend and the Shift could start at 8 am ( no night shifts ).

Responsibilities

• Owning problems through to resolution using all available resources at your disposal
• Provide real-time support using Slack and remote troubleshooting during APAC timezone
• Deliver best-in-class technical support for Fireblocks's SaaS platform
• Escalate technical issues to the Senior Support Team as required
• Collaborate with the Senior Support team during outage situations and participate in war room calls
• Adoption and adherence to business processes and policies
• Since the Technical Support team is our first line of defence, The expectation is to handle customer queries and escalations professionally with meticulous case management and documentation.

Minimum Requirements

• At least 3-5 years experience as a Technical Support Engineer (or a similar role)
• Ability to work under high pressure and troubleshoot with effective time management
• Work ethics/ability to work unorthodox hours in case needed
• API implementation and debugging
• Excellent communication skills, both oral and written
• Excellent troubleshooting and analytical skills

Preferred Qualifications

• BS/BA degree in Computer Science or equivalent field
• Prior experience supporting SaaS-based products or relevant experience in financial services, technology, and/or technical support
• Mandarin or another language depending on your actual customer base (Korean, Japanese, Bahasa)
• Knowledge of Databases, Kibana, Grafana, OpenSearch, Scripting (Python/Perl/Bash/Javascript) or LogStash