Technical Support Engineer, APAC

Support Fireblocks' SaaS platform, resolve complex customer problems in the DeFi and Web3 space, provide real-time assistance during APAC hours, troubleshoot APIs, manage cases and documentation, escalate technical issues, and collaborate during outages and war room calls.

Responsibilities

• Own problems through to resolution using available resources
• Provide real-time support through Slack and remote troubleshooting during APAC hours
• Deliver technical support for the SaaS platform
• Escalate technical issues to the Senior Support Team
• Collaborate during outage situations and participate in war room calls
• Adhere to business processes and policies
• Handle customer queries and escalations professionally
• Manage and document cases meticulously

Requirements

• 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
• Ability to work unorthodox hours when needed
• API implementation and debugging
• Excellent oral and written communication skills
• Excellent troubleshooting and analytical skills
• Experience supporting SaaS-based products or relevant experience in financial services, technology, or technical support
• Knowledge of databases, Kibana, Grafana, OpenSearch, scripting, or LogStash
• Understanding of cryptographic algorithms used by public blockchain networks

Benefits

• Paid overtime for major holidays