Technical Support Engineer, Japan

As a Technical Support Engineer at Fireblocks, you'll join a newly formed APAC Support team providing real-time technical support to some of the world's largest financial institutions, banks, and Web3 companies. You'll handle complex problems in the DeFi and Web3 space, working across timezones to support Fireblocks's continued growth while collaborating closely with Site Reliability, DevOps, Product, and Engineering teams.

What you'll do

• Own problems through to resolution using all available resources
• Provide real-time support via Slack and remote troubleshooting during APAC timezone hours
• Deliver best-in-class technical support for Fireblocks's SaaS platform
• Escalate technical issues to the Senior Support Team as needed
• Collaborate with the Senior Support team during outage situations and participate in war room calls
• Manage customer queries and escalations professionally with meticulous case documentation
• Adopt and adhere to business processes and policies

What you bring

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

Nice to have

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

Note on work schedule: The Technical Support Team operates 24/7, 365 days per year including major holidays with paid overtime. APAC Technical Support Engineers cover 5 days weekly, which may include one day over the weekend, with shifts starting at 6:30am (no night shifts).

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 world's largest financial institutions, banks, and Web3 companies including BNY Mellon, BNP Paribas, ANZ Bank, and Revolut.