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Fireblocks is seeking an experienced Technical Support Engineer to join its newly formed APAC support team in Singapore. The role focuses on providing first-line technical support for Fireblocks' SaaS platform, which serves major financial institutions, banks, and Web3 companies globally.
You will own problems through to resolution, providing real-time support via Slack and remote troubleshooting during APAC business hours. The position operates on a 24/7 rotating schedule (5 days weekly, potentially including one weekend day, with shifts starting at 8 AM—no night shifts). You'll collaborate with Site Reliability, DevOps, Product, and Engineering teams, escalating complex issues to senior support staff as needed. During outages, you'll participate in war room calls and contribute to incident resolution.
Key responsibilities include delivering best-in-class technical support, handling customer queries and escalations professionally, maintaining meticulous case documentation, and adhering to business processes and policies. You'll troubleshoot API implementations, debug customer issues, and serve as the first line of defense for the platform.
Minimum qualifications: 3–5 years as a Technical Support Engineer or similar role; strong troubleshooting and analytical skills; API implementation and debugging experience; excellent oral and written communication; ability to work under pressure with effective time management; work ethic for unorthodox hours when needed.
Preferred qualifications include a BS/BA in Computer Science or equivalent; prior SaaS or financial services support experience; fluency in Mandarin, Korean, Japanese, or Bahasa; knowledge of databases, Kibana, Grafana, OpenSearch, or scripting languages (Python, Perl, Bash, JavaScript); and understanding of cryptographic algorithms used in blockchain networks.
