Support Engineer - APAC ,Tres

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. 

About The Position

Founded in 2018 and already valued at over $8 billion, Fireblocks is a SaaS platform that helps companies create innovative products on the blockchain and manage day-to-day crypto operations. Fireblocks is 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, to securely scale digital asset operations through the Fireblocks Network and MPC-based wallet infrastructure. We have offices in New York, London, Tel Aviv, and Singapore, and we continue expanding our teams to reach new customers globally
.

What you’ll do 

Ready to join the fast-paced world of navigating the shifting landscape of regulations for cryptocurrency and DeFi? We’re seeking an experienced Support Engineer to join our newly formed APAC Support team. As a Support Engineer, you will deal with the most challenging and complex problems in the Defi and Web 3.0 space. You will support TRES 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.
• Deliver best-in-class technical support for TRES SaaS platform.
• 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 Support team is our first line of defense, 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 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
• Strong familiarity with blockchains, wallets, DeFi protocols, and centralized exchanges
• Hands-on experience with blockchain explorers (e.g., Etherscan, Solscan) and interpreting on-chain data
• Comfortable reading and understanding JSON, CSVs, and logs

Please see our candidate privacy policy here.

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. 

Please see our candidate privacy policy here.