atFireblocks

Dec 17

Posted by Fireblocks
Dec 17, 2024

Fireblocks is a leading company in the digital asset space, providing a platform and network that enables secure and efficient transactions with digital currencies. The company is trusted by major financial institutions, banks, and renowned brands such as BNY Mellon, BNP Paribas, ANZ Bank, and Revolut, as well as a wide range of Web3 companies. Fireblocks is known for its commitment to offering secure, innovative solutions that bridge traditional financial systems and emerging blockchain technologies.

At the core of Fireblocks' technological advancements is the Embedded Wallets team, which focuses on developing and maintaining infrastructure for non-custodial wallets. This team ensures that the Fireblocks platform can handle high-volume transactions within the dynamic blockchain ecosystem by providing reliable blockchain information and orchestrating complex operations. Fireblocks prides itself on its ability to continuously adapt and introduce new product offerings that meet the evolving demands of retail customers, reflecting its dedication to diversity, inclusion, and enabling every business to access digital assets securely.

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 Frontline Support Engineer to join a newly formed APAC 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.

Our Frontline Support Team operates on a 24/7 basis 365 days out of the year, including all major holidays which are paid overtime. APAC Frontline engineer will cover 5 days weekly, might include one day over the weekend and the Shift could start at 6:30am (no night shifts).

Responsibilities

Owning problems through to resolution using all available resources at your disposal
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 Frontline 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 1-2 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

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
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.