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Technical Support Engineer, APAC
Fireblocks
IT, Customer Service
Singapore
Posted on Friday, June 7, 2024
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
We're seeking an experienced Technical Support Engineer to join APAC Support team. As a Technical Support Engineer, you'll deal with the most challenging and complex problems in the Defi and Web 3.0 space. You'll support Fireblocks's continued hyper-growth and work closely with many teams, including Site Reliability, DevOps, Product, and Engineering.
Responsibilities
- Own problems through to resolution using all available resources at your disposal.
- Provide real-time support using CRM and Slack.
- Deliver best-in-class technical support for Fireblocks's SaaS platform.
- Monitor Escalation Statuses and create action plans for resolution with a timeline.
- Collaborate with Dev-Ops and SRE team on back-end SaaS service issues.
- Adoption and adherence to business processes and policies.
- Meticulous case management and RCA documentation.
Minimum Qualifications
- At least 1-3 years experience as a Technical Support Engineer (or a similar role)
- Ability to work under high pressure and high troubleshooting skills with effective time management
- Ability to work unorthodox hours as needed
- Willingness to travel for technical sessions and training purposes as needed
- API implementation and debugging
- Previous Dev-Ops/SRE experience
- Required knowledge of Databases, Kibana, Grafana, OpenSearch or LogStash
- Excellent troubleshooting and analytical skills
- Excellent communication skills, both oral and written
- BS/MS degree in Computer Science or equivalent field is desired
Preferred Qualifications
The preferred qualifications are a bonus, not a requirement.
- Prior experience supporting SaaS-based products or relevant experience in financial services, technology, and/or technical support
- Scripting (Python/Perl/Bash)
- Understanding of cryptographic algorithms utilized by public blockchain networks (e.g., elliptic curve, symmetric and public key cryptography, hashing, and other cryptography-related topics)
- Exposure to Coralogix and DataDog
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.