Technical Support Director, APAC

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.

We are seeking a motivated and experienced Director of Technical Support to lead the APAC region. The ideal candidate will actively participate in providing top-notch support to our large enterprise clients and oversee our team of skilled engineers who specialize in solving complex problems related to various blockchains and Fireblocks Infrastructure. As the Director of Technical Support in APAC, you will be responsible for planning, building, recruiting, hiring, and engaging with our top customers in the region.

What You'll Do

Hands-On Involvement in Incident Management

Ensuring Operational Excellence and engaging with top customers to deliver high-quality service

Focus on Customer Satisfaction, Productivity, Training of TAC & TAM, and Employee retention & Growth

Expanding and Scaling our Platinum/Premium Support strategy, direction, and initiatives

Working closely with Sales and other GTM teams regarding mutual strategies requires support attention or offerings

Acting as the ultimate point of escalation for client support issues within the region

Providing overall leadership to managers and staff to adhere to processes, procedures, and policies

Collaborating with various teams such as Product, R&D, Customer Success, and Services to manage specific customer needs

Tracking Key Performance Indicators (KPIs) such as Initial Time to Response, Avg Time to resolution, Backlog Management, and CSAT results

Running Global Support related projects, including adopting new technologies needed to improve the support day-to-day

Working on escalated issues with the R&D(Engineering) team and providing advanced troubleshooting support

Providing mentorship and guidance on technical and non-technical issues as needed

What You'll Bring

Experience managing cross-functional programs, in a fast-paced environment and the ability to manage multiple projects and priorities

Strong professional presence and confidence working with and advising entry-level through top executives

Strong work ethic, integrity, and organizational skills

Technical and hands-on mindset, willing to triage and troubleshoot critical issues

Bachelor's Degree, relevant college education, or equivalent experience

3-5+ years of management experience; senior management and/or director-level experience preferred

An overall experience of at least 10-15 years in Support Services or Professional Services

Experience with Fintech, SaaS, or Blockchain technologies is a plus

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.

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