Technical Support Engineer, APAC

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

Understanding of cryptographic algorithms utilized by public blockchain networks (e.g., elliptic curve, symmetric and public key cryptography, hashing, and other cryptography-related topics)