FireblocksTechnical Support Engineer, Japan
Fireblocks is hiring a Technical Support Engineer, Japan . Level rates it ; you can apply on Fireblocks.
Level's read on this job
- Little AI ●○○○ is how Level rates this role: aI is not part of the work.
- The posting mentions Slack, API and technical support among its tools and skills.
- Level classes it as a mid-level role.
- Fireblocks has 26 other open roles on Level.
AI in this role
Provide technical support and troubleshoot complex DeFi and Web3 platform issues for enterprise financial institutions in the APAC region.
Fireblocks is the company bringing global finance onchain. Backed by over $1 billion in capital, we are the premier digital asset infrastructure provider trusted by thousands of industry-defining financial institutions, including banks, payment providers, fintechs, and global corporates such as BNY Mellon, BNP Paribas, ANZ Bank, Western Union, Stripe, and Revolut. Built for institutional scale and security, our enterprise-grade platform and network have powered over $14 trillion in digital asset transfers worldwide.
What you’ll do
Ready to join the fast-paced world of navigating the shifting landscape of regulations for cryptocurrency and DeFi? We’re looking for an experienced Technical Support Engineer to join a newly formed APAC 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.
Our Technical Support Team operates on a 24/7 basis 365 days out of the year, including all major holidays which are paid overtime. APAC Technical Support Engineers will cover 5 days weekly, might include one day over the weekend and the Shift could start at 6:30am (no night shifts).
Responsibilities
- Owning problems through to resolution using all available resources at your disposal
- Provide real-time support using Slack and remote troubleshooting during APAC timezone
- Deliver best-in-class technical support for Fireblocks's SaaS platform
- Escalate technical issues to the Senior Support Team as required
- 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 Technical Support team is our first line of defence, The expectation is to handle customer queries and escalations professionally with meticulous case management and documentation.
Minimum Requirements
- At least 3-5 years experience as a Technical 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
- Native or fluent Japanese and English language skill
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
- Mandarin or another language depending on your actual customer base (Korean, Japanese, Bahasa)
- Knowledge of Databases, Kibana, Grafana, OpenSearch, Scripting (Python/Perl/Bash/Javascript) or LogStash
- Understanding of cryptographic algorithms utilized by public blockchain networks (e.g., elliptic curve, symmetric and public key cryptography, hashing, and other cryptography-related topics)
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.How we rate this
Technical Support Engineer, Japan at Fireblocks rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.
Little AI. AI is not part of the work.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.
Prepare for this job
Built from this posting and from similar jobs on Level.
Skills and AI tools this role asks for
Questions you could be asked
- Tell me about a project where technical support was part of your work. What did you do?
- Tell me about a project where troubleshooting was part of your work. What did you do?
- Tell me about a project where api debugging was part of your work. What did you do?
- Tell me about a project where customer escalations was part of your work. What did you do?
- Tell me about a project where web3 was part of your work. What did you do?
Adapt your resume
- List these exact terms on your resume: Technical Support, Troubleshooting, API Debugging, Customer Escalations, and Web3. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
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