Technical Support Engineer, APAC

About the role

Fireblocks, a digital asset infrastructure provider for banks, payment providers, fintechs and global corporates, is looking for an experienced Frontline Support Engineer to join a newly formed APAC Support team. The team works 24/7, 365 days a year, including all major holidays (paid overtime), and the APAC engineer covers five days a week, possibly including one day over the weekend; shifts can start at 7 am with no night shifts.

Key responsibilities

• Own problems through to resolution using all available resources
• Provide real-time support via Slack and remote troubleshooting during APAC working hours
• Deliver top-quality technical support for Fireblocks's SaaS platform
• Escalate technical issues to the Senior Support Team as required
• Collaborate with the Senior Support team during outages and take part in war room calls
• Follow business processes and policies, handling customer queries and escalations professionally with careful case management and documentation

Required profile

• At least 1-3 years of experience as a Technical Support Engineer or in a similar role
• Ability to work under high pressure and manage time effectively
• Willingness to work unorthodox hours when needed
• Excellent oral and written communication skills
• Excellent troubleshooting and analytical skills

Required skills

• Preferred: BS/BA degree in Computer Science or equivalent
• Preferred: prior experience supporting SaaS products or in financial services, technology and technical support
• Preferred: knowledge of databases, Kibana, Grafana, OpenSearch, scripting (Python/Perl/Bash/Javascript) or LogStash
• Preferred: understanding of cryptographic algorithms used by public blockchains (elliptic curve, symmetric and public key cryptography, hashing)