Technical Support Engineer, APAC

P2P; Singapore; On-site; SGD 60,000 - 100,000; Full time

Benefits offered by this job

Paid overtime

International exposure

Job summary

Fireblocks is seeking a seasoned Technical Support Engineer to join our APAC team. You’ll tackle complex issues in the DeFi and Web3 space, supporting our SaaS platform 24/7.

The role involves collaboration with Site Reliability, DevOps, Product and Engineering, with shifts starting around 8 am and no night shifts. Ideal candidates have 3–5 years in technical support, strong communication, API debugging skills, and the ability to work under pressure.

Qualifications

• Minimum 3–5 years experience as a Technical Support Engineer or similar.
• Strong communication and troubleshooting skills under pressure.
• Experience with API implementation and debugging.
• Willingness to work unorthodox hours when needed.

Responsibilities

• Own issues from start to resolution using available resources.
• Provide real-time APAC support via Slack and remote tools.
• Deliver high-quality SaaS platform support.
• Escalate to Senior Support as required and participate in outage war rooms.
• Maintain meticulous case documentation and adhere to processes.

Skills

API implementation

Troubleshooting

Communication

Time management

High-pressure work

Education

BS/BA in Computer Science or equivalent

Tools

Databases

Kibana

Grafana

OpenSearch

Scripting (Python/Perl/Bash/JavaScript)

LogStash

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 APAC 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.

Our Technical Support Team operates on a 24/7 basis 365 days out of the year, including all major holidays which are paid overtime. APAC Technical Support engineer will cover 5 days weekly, might include one day over the weekend and the Shift could start at 8 am (no night shifts).

Responsibilities

• Owning problems through to resolution using all available resources at your disposal
• Provide real-time support using Slack and remote troubleshooting during APAC timezone
• Deliver best-in-class technical support for Fireblocks's SaaS platform
• Escalate technical issues to the Senior Support Team as required
• Collaborate with the Senior Support team during outage situations and participate in war room calls
• Adoption and adherence to business processes and policies
• Since the Technical Support team is our first line of defence, The expectation is to handle customer queries and escalations professionally with meticulous case management and documentation.

Minimum Requirements

• At least 3-5 years experience as a Technical Support Engineer (or a similar role)
• Ability to work under high pressure and troubleshoot with effective time management
• Work ethics/ability to work unorthodox hours in case needed
• API implementation and debugging
• Excellent communication skills, both oral and written
• Excellent troubleshooting and analytical skills

Preferred Qualifications

• BS/BA degree in Computer Science or equivalent field
• Prior experience supporting SaaS-based products or relevant experience in financial services, technology, and/or technical support
• Mandarin or another language depending on your actual customer base (Korean, Japanese, Bahasa)
• Knowledge of Databases, Kibana, Grafana, OpenSearch, Scripting (Python/Perl/Bash/Javascript) or LogStash
• 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.

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