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)