Senior Technical Support Engineer at Fireblocks

Tel-Aviv, Tel-Aviv District, Israel -

Full Time

Start Date

Immediate

Expiry Date

31 Mar, 26

Salary

0.0

Posted On

31 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Troubleshooting, API Implementation, Dev-Ops, SRE, Databases, Kibana, Grafana, OpenSearch, LogStash, Time Management, Problem Solving, Customer Service, Documentation, Collaboration, Real-Time Support

Industry

Software Development

Description

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 Technical Support Engineer to join our 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 & CRM tickets, as well as remote troubleshooting during APAC Hours. Provide a white-glove service to Fireblocks’s Premium/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 the APAC Support team based in Singapore and US-West, 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 Qualifications At least 4 years of experience as a Technical Support Engineer (or a similar role) in an Enterprise SaaS company. Ability to work under high pressure and high troubleshooting skills with effective time management. Ability to work unorthodox hours as needed. API implementation and debugging. Previous Dev-Ops/SRE experience. Required knowledge of Databases, Kibana, Grafana, OpenSearch, or LogStash. 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.

Responsibilities

The Technical Support Engineer will own problems through to resolution and provide real-time support during APAC hours. They will deliver best-in-class technical support for Fireblocks's SaaS platform and collaborate with various teams.