Summary

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

1. Own problems through to resolution using all available resources at your disposal.
2. Provide real-time support using CRM and Slack.
3. Deliver best-in-class technical support for Fireblocks's SaaS platform.
4. Monitor Escalation Statuses and create action plans for resolution with a timeline.
5. Collaborate with Dev-Ops and SRE team on back-end SaaS service issues.
6. Adoption and adherence to business processes and policies.
7. Meticulous case management and RCA documentation.

Minimum Qualifications

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

Skills

• Analytical Thinking
• Communications Skills
• IT support