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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.
Minimum Requirements
  • 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.
Preferred Qualifications
  • 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)