Technical Support Engineer, APAC
Fireblocks is a digital asset infrastructure platform that helps financial institutions, fintechs, and businesses store, transfer, issue stablecoins, and manage digital assets securely.
Funding history
Projects
About Fireblocks
Fireblocks provides digital asset infrastructure for financial institutions, fintechs, and businesses handling digital assets at scale. Users can secure custody, issue stablecoins, tokenize assets, process payments, and manage wallets through a unified platform. The platform uses multi-party computation cryptography with policy-based governance to secure private keys and automate transaction workflows.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will 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.
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
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
Benefits
- Paid overtime for major holidays
