Senior Technical Support Engineer

Fireblocks; Dubai; Hybrid; AED 80,000 - 100,000; Full time

Job summary

A leading blockchain service provider is seeking a Senior Technical Support Engineer to tackle complex technical issues and enhance customer satisfaction. The ideal candidate will have 2–4 years of experience in technical support and a solid understanding of blockchain and Web3 technologies. Responsibilities include troubleshooting escalated cases, mentoring team members, and collaborating with multiple departments. Applicants should be comfortable managing urgent requests and support customers during APAC working hours.

Qualifications

• 2–4 years of experience in Technical Support or similar technical troubleshooting role.
• Solid understanding of Web3 and blockchain fundamentals.
• Ability to manage multiple complex cases simultaneously.

Responsibilities

• Investigate and resolve complex technical issues escalated from the Frontline Support Team.
• Assist customers with the implementation of Dynamic features.
• Collaborate with Engineering and Product teams to resolve advanced cases.

Skills

Technical Support

Customer Success Engineering

Debugging APIs and SDKs

Blockchain knowledge

Communication skills

Education

Bachelor’s degree in Computer Science or related field

Tools

Slack

Google Meet

Job description

About the Team

Fireblocks is transforming the way businesses interact with digital assets. As adoption of blockchain technology accelerates across industries, our platform and secure network have become essential infrastructure for banks, financial institutions, and Web3 innovators. Clients such as BNY Mellon, BNP Paribas, ANZ Bank, Revolut, and thousands more rely on Fireblocks to securely move and manage digital assets at scale.

We are seeking an experienced and customer-focused Technical Support Engineer – Senior Team to work on our most complex and high-priority cases. Senior Team members specialize in handling escalations from the Frontline Support Team, resolving technically challenging issues, and collaborating across departments to deliver the highest standard of service to our customers.

What You'll Do

• Investigate and resolve complex technical issues escalated from the Frontline Support Team, particularly those related to the Dynamic product, SDKs, APIs, and integrations.
• Assist customers with implementation and rollout of Dynamic features, including SDK usage and integration best practices.
• Provide deep technical troubleshooting across wallet infrastructure, authentication flows, blockchain interactions, and cloud-based systems.
• Collaborate with Engineering, Product, DevOps, and Site Reliability teams to troubleshoot and resolve advanced cases efficiently.
• Provide real-time assistance via Slack, Google Meet, and ticketing systems for urgent or technically demanding matters.
• Participate in critical incident response, including emergency troubleshooting sessions and post-incident reviews to identify improvements.
• Maintain thorough case documentation, including root cause analysis, resolution steps, and preventive recommendations.
• Contribute to internal knowledge base articles, troubleshooting guides, and support tooling improvements.
• Mentor Frontline Support Engineers to strengthen overall team troubleshooting skills and technical depth.

What You'll Need

• 2–4 years of experience in Technical Support, Customer Success Engineering, or a similar technical troubleshooting role.
• Solid understanding of Web3 and blockchain fundamentals, including wallets, authentication, on-chain apps, and public key cryptography.
• Proven expertise in debugging APIs, SDKs, system integrations, and cloud environments.
• Strong communication skills, with the ability to clearly explain complex technical concepts to both technical and non-technical audiences.
• Ability to manage multiple complex cases simultaneously while maintaining exceptional attention to detail.
• Bachelor’s degree in Computer Science, Engineering, or related field, or equivalent practical experience.
• This role requires regular working hours that overlap with US-West time zones, plus partial coverage of APAC business hours.
• Candidates must be comfortable working early mornings or evenings as part of a rotating schedule to support customers in APAC regions.
• Ability to collaborate asynchronously with global teams.

Nice-to-Haves

• You’re excited about Web3 and fintech, and want to work on infrastructure used by millions of users
• Experience supporting digital asset platforms, blockchain technologies, or cryptographic systems.
• Understanding of key blockchain concepts, such as public key cryptography, smart contracts, and consensus protocols.
• Experience in enterprise environments, especially in regulated industries such as financial services or compliance.

While we believe competitive compensation is a critical aspect of you deciding to join us, we do hope you also spend time considering why our mission and culture are right for you. We are creating something transformational here, and we hope you are as excited about the future as we are.

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

Are you comfortable regularly covering partial APAC working hours as part of your role?