Technical Support Engineer – APAC (Tokyo)

About the role

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. You will tackle the most challenging problems in the DeFi and Web 3.0 space while supporting Fireblocks’s hyper‑growth and collaborating with Site Reliability, DevOps, Product and Engineering teams.

Key responsibilities

• Own problems through to resolution using all available resources.
• Provide real‑time support via Slack and remote troubleshooting during APAC hours.
• 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 outages and participate in war‑room calls.
• Adopt and adhere to business processes and policies.
• Handle customer queries and escalations professionally with meticulous case management and documentation.

Required profile

• 3‑5 years of experience as a Technical Support Engineer or similar role.
• Ability to work under high pressure and manage time effectively.
• Willingness to work unorthodox hours when needed.
• Experience with API implementation and debugging.
• Excellent oral and written communication skills.
• Strong troubleshooting and analytical abilities.
• Native or fluent Japanese and English.

Required skills

• API implementation and debugging
• Databases
• Kibana
• Grafana
• OpenSearch
• Scripting (Python, Perl, Bash, JavaScript)
• LogStash
• Cryptographic algorithms (elliptic‑curve, symmetric and public‑key cryptography, hashing)