Technical Support Engineer, APAC

About the role

We are looking for an experienced Frontline Support Engineer to join our newly formed APAC Support team. The role will tackle complex problems in the DeFi and Web 3.0 space, support Fireblocks’ rapid growth and collaborate with Site Reliability, DevOps, Product and Engineering teams.

Key responsibilities

• Own problems through to resolution using all available resources.
• Provide real‑time support via Slack and remote troubleshooting during APAC hours.
• Deliver best‑in‑class technical support for Fireblocks’ SaaS platform.
• Escalate technical issues to the Senior Support Team when required.
• Collaborate with the Senior Support team during outage situations and participate in war‑room calls.
• Follow business processes and policies, ensuring meticulous case management and documentation.

Required profile

• 1‑3 years experience as a Technical Support Engineer or a similar role.
• Ability to work under high pressure and manage time effectively.
• Willingness to work unorthodox hours, including paid overtime on major holidays.
• Strong oral and written communication skills.
• Excellent troubleshooting and analytical abilities.

Required skills

• API implementation and debugging.
• Knowledge of databases and monitoring tools such as Kibana, Grafana and OpenSearch.
• Scripting experience in Python, Perl, Bash or JavaScript; familiarity with LogStash.
• Understanding of cryptographic algorithms used in public blockchains (elliptic‑curve, symmetric and public‑key cryptography, hashing).