Technical Support Engineer

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
• 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.
• 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)