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 Japan 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.
Responsibilities
- Owning problems through to resolution using all available resources at your disposal
- Provide real-time support using Slack and remote troubleshooting during APAC hours
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Provide a white-glove service to Fireblocks’sPremium/Platinum customers.
- 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 APAC Support team based in Singapore, Dev-Ops and SRE team.
- Engage during outage situations and participate in war room calls.
- Adoption and adherence to business processes and policies.
- Meticulous case management and RCA documentation.
Minimum Requirements
- At least 2-5 years experience as a Technical Support Engineer (or a similar role)
- Ability to work under high pressure and high troubleshoot skills with effective time management
- Ability to work unorthodox hours as needed.
- Previous Dev-Ops/SRE experience.
- API implementation and debugging.
- Required knowledge of Databases, Kibana, Grafana, OpenSearch or LogStash.
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Excellent troubleshooting and analytical skills.
- Excellent communication skills, both oral and written in Japanese and English.
- BS/MS degree in Computer Science or equivalent field is desired.
Preferred Qualifications
- 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)
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.
Please see our candidate privacy policy here.
Top Skills
What We Do
For institutions that need to store and move digital assets without the operational or security headache.
Fireblocks streamlines operations by bringing all your exchanges, OTCs, counterparties, hot wallets, and custodians into one platform. Wallets, deposit addresses, and API credentials are secured using patent-pending chip isolation technology and the newest breakthrough in cryptography (MPC). Institutions are using Fireblocks to move funds securely in seconds – instead of hours.
