What you’ll do

We're seeking an experienced Technical Support Engineer to join APAC Support team. As a Technical Support Engineer, you'll deal with the most challenging and complex problems in the Defi and Web 3.0 space. You'll support Fireblocks's continued hyper-growth and work closely with many teams, including Site Reliability, DevOps, Product, and Engineering.

Responsibilities

• Own problems through to resolution using all available resources at your disposal.
• Provide real-time support using CRM and Slack.
• Deliver best-in-class technical support for Fireblocks's SaaS platform.
• Monitor Escalation Statuses and create action plans for resolution with a timeline.
• Collaborate with Dev-Ops and SRE team on back-end SaaS service issues.
• Adoption and adherence to business processes and policies.
• Meticulous case management and RCA documentation.

Minimum Qualifications

• At least 1-3 years experience as a Technical Support Engineer (or a similar role)
• Ability to work under high pressure and high troubleshooting skills with effective time management
• Ability to work unorthodox hours as needed
• Willingness to travel for technical sessions and training purposes as needed
• API implementation and debugging
• Previous Dev-Ops/SRE experience
• Required knowledge of Databases, Kibana, Grafana, OpenSearch or LogStash
• Excellent troubleshooting and analytical skills
• Excellent communication skills, both oral and written
• BS/MS degree in Computer Science or equivalent field is desired

Preferred Qualifications

The preferred qualifications are a bonus, not a requirement.

• Prior experience supporting SaaS-based products or relevant experience in financial services, technology, and/or technical support
• Scripting (Python/Perl/Bash)
• Understanding of cryptographic algorithms utilized by public blockchain networks (e.g., elliptic curve, symmetric and public key cryptography, hashing, and other cryptography-related topics) 
• Exposure to Coralogix and DataDog