Technical Support Engineer, APAC

As a Technical Support Engineer on Fireblocks' newly formed APAC Support team, you handle the most challenging and complex problems in the DeFi and Web3 space. You provide real-time support during APAC timezone hours, working closely with Site Reliability, DevOps, Product, and Engineering teams to resolve customer issues on Fireblocks's SaaS platform.

What you'll do

• Own 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
• Handle customer queries and escalations professionally with meticulous case management and documentation
• Adopt and adhere to business processes and policies

What you bring

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

Nice to have

• BS/BA degree in Computer Science or equivalent field
• Prior experience supporting SaaS-based products or relevant experience in financial services, technology, and technical support
• Proficiency in Mandarin or another language depending on your customer base (Korean, Japanese, Bahasa)
• Knowledge of Databases, Kibana, Grafana, OpenSearch, Scripting (Python, Perl, Bash, Javascript), or LogStash
• Understanding of cryptographic algorithms utilized by public blockchain networks (elliptic curve, symmetric and public key cryptography, hashing, and other cryptography-related topics)

What we offer

• 5 days weekly shift coverage in APAC timezone, which may include one day over the weekend, starting at 8 am (no night shifts)
• 24/7 team operations with paid overtime on major holidays

About Fireblocks

Fireblocks provides the simplest and most secure way for companies to work with digital assets. The platform is trusted by some of the largest financial institutions, banks, globally-recognized brands, and Web3 companies worldwide, including BNY Mellon, BNP Paribas, ANZ Bank, Revolut, and thousands more.