Technical Support Engineer, APAC

Fireblocks; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Fireblocks is seeking an experienced Technical Support Engineer to join the APAC Support team. You will tackle the most challenging issues in DeFi and Web3, supporting our SaaS platform and collaborating with multiple engineering teams.

The role operates on a 24/7 basis with overtime paid; APAC shifts may start early with no night shifts. A strong focus on communication, troubleshooting, and timely resolution is essential.

Qualifications

• 3–5 years of experience as a Technical Support Engineer or similar role.
• Experience delivering real-time support for SaaS platforms and complex products.
• Excellent written and verbal communication skills.
• Ability to work under pressure with effective time management.
• Experience with API implementation and debugging.

Responsibilities

• Own problems through to resolution using available resources.
• Provide real-time support via Slack and remote troubleshooting for APAC timezone.
• Deliver best-in-class technical support for Fireblocks’s SaaS platform.
• Escalate technical issues to the Senior Support Team as needed.
• Collaborate with the Senior Support team during outages and participate in war room calls.
• Follow business processes and policies with meticulous case documentation.
• Handle customer queries professionally as part of the first line of defence.
• Attempt to work non-standard hours if required.
• Implement and debug APIs as part of support activities.

Skills

Technical Support

Troubleshooting

Communication skills

Time management

API debugging

Education

BS/BA in Computer Science

Tools

Slack

SaaS platforms

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.
• 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)
• 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 believeour workforce should be as diverse as our clients, and this is why weembrace diversity and inclusion in all its forms.