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Fireblocks Technical Support Engineer Japan, Nagoya 211915014
20.02.2025
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.
- 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.
- 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)
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