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.
Minimum Requirements
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
Native or fluent Japanese and English language skill
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)
Knowledge of Databases, Kibana, Grafana, OpenSearch, Scripting (Python/Perl/Bash/Javascript) or LogStash
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.
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