APAC 24/7 Technical Support Engineer - SaaS & API

TempoAtlas

Singapore

Hybrid

SGD 60,000 - 90,000

Full time

14 days+

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Benefits offered by this job

Overtime paid

Global team exposure

Job summary

Fireblocks is seeking a Frontline Support Engineer to join the APAC Support team. You will tackle complex problems in DeFi and Web 3.0, providing real-time assistance and coordinating with Site Reliability, DevOps, Product and Engineering.

The role operates 24/7, with APAC shifts that may start at 7 am and typically includes five days per week, with no night shifts. You will work on Fireblocks' SaaS platform, ensuring high-quality technical support and meticulous documentation.

Qualifications

1–3 years of experience as a Technical Support Engineer (or similar)
Ability to work under high pressure and troubleshoot with effective time management
Willingness to work unorthodox hours if needed
Experience with API implementation and debugging
Excellent communication skills, both oral and written
Strong troubleshooting and analytical skills
BS/BA in Computer Science or equivalent field
Experience supporting SaaS-based products or in financial services/tech support
Knowledge of databases, Kibana, Grafana, OpenSearch, and scripting languages
Understanding of cryptographic algorithms used in public blockchains

Responsibilities

Own problems through to resolution using available resources
Provide real-time support using Slack and remote troubleshooting for APAC timezone
Deliver best-in-class technical support for Fireblocks' SaaS platform
Escalate technical issues to the Senior Support Team as needed
Collaborate during outages and participate in war room calls
Adhere to business processes and policies
Handle customer queries and escalations with meticulous case management and documentation