Summary

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

1. Owning problems through to resolution using all available resources at your disposal
2. Provide real-time support using Slack and remote troubleshooting during APAC hours
3. Provide a white-glove service to Fireblocks’sPremium/Platinum customers.
4. Deliver best-in-class technical support for Fireblocks's SaaS platform
5. Monitor Escalation Statuses and create action plans for resolution with a timeline.
6. Collaborate with APAC Support team based in Singapore, Dev-Ops and SRE team.
7. Engage during outage situations and participate in war room calls.
8. Adoption and adherence to business processes and policies.
9. Meticulous case management and RCA documentation.

Minimum Requirements

1. At least 2-5 years experience as a Technical Support Engineer (or a similar role) 
2. Ability to work under high pressure and high troubleshoot skills with effective time management
3. Ability to work unorthodox hours as needed.
4. Previous Dev-Ops/SRE experience.
5. API implementation and debugging.
6. Required knowledge of Databases, Kibana, Grafana, OpenSearch or LogStash.
7. Excellent troubleshooting and analytical skills.
8. Excellent communication skills, both oral and written in Japanese and English.
9. BS/MS degree in Computer Science or equivalent field is desired.

Preferred Qualifications  

1. Prior experience supporting SaaS-based products or relevant experience in financial services, technology, and/or technical support
2. Scripting (Python/Perl/Bash)
3. Understanding of cryptographic algorithms utilized by public blockchain networks (e.g., elliptic curve, symmetric and public key cryptography, hashing, and other cryptography-related topics)

Skills

• Analytical Thinking
• Communications Skills
• Cryptography
• Development
• Python
• Software Engineering