Offer summary

Qualifications:

2-5 years of experience as a Technical Support Engineer or similar role., Strong troubleshooting skills and ability to work under pressure., Experience with DevOps, SRE, and API debugging., Knowledge of databases, logging tools, and cryptographic algorithms..

Key responsibilities:

Provide real-time technical support to customers during APAC hours.

Troubleshoot and resolve complex issues related to DeFi and Web 3.0 platforms.

Collaborate with support, DevOps, and engineering teams to resolve problems.

Document cases and participate in outage management and war room calls.

Job description

The world of digital assets is accelerating in speed, magnitude, and complexity, opening the door to new ways for leveraging the blockchain. Fireblocks’ platform and network provide the simplest and most secure way for companies to work with digital assets and it trusted by some of the largest financial institutions, banks, globally-recognized brands, and Web3 companies in the world, including BNY Mellon, BNP Paribas, ANZ Bank, Revolut, and thousands more.

What you’ll do

Ready to join the fast-paced world of navigating the shifting landscape of regulations for cryptocurrency and DeFi? We’re looking for an experienced Technical Support Engineer to join a newly formed Japan Support team. As a Technical Support Engineer, you will deal with the most challenging and complex problems in the Defi and Web 3.0 space. You will support Fireblocks's continued hyper-growth and work closely with many teams, including Site Reliability, DevOps, Product and Engineering.

Responsibilities

Owning problems through to resolution using all available resources at your disposal
Provide real-time support using Slack and remote troubleshooting during APAC hours
Provide a white-glove service to Fireblocks’sPremium/Platinum customers.
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 APAC Support team based in Singapore, Dev-Ops and SRE team.
Engage during outage situations and participate in war room calls.
Adoption and adherence to business processes and policies.
Meticulous case management and RCA documentation.

Minimum Requirements

At least 2-5 years experience as a Technical Support Engineer (or a similar role)
Ability to work under high pressure and high troubleshoot skills with effective time management
Ability to work unorthodox hours as needed.
Previous Dev-Ops/SRE experience.
API implementation and debugging.
Required knowledge of Databases, Kibana, Grafana, OpenSearch or LogStash.
Excellent troubleshooting and analytical skills.
Excellent communication skills, both oral and written in Japanese and English.
BS/MS degree in Computer Science or equivalent field is desired.

Preferred Qualifications

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)

Fireblocks' mission is to enable every business to easily and securely access digital assets and cryptocurrencies. In order to do that, we strongly believe our workforce should be as diverse as our clients, and this is why we embrace diversity and inclusion in all its forms.