Technical Support Engineer, APAC
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.
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