Technical Account Manager • Lead

Who you are

You have extensive experience in technical support management, ideally with a focus on the fintech or blockchain sectors. Your background includes leading teams and ensuring high-quality service delivery to enterprise clients. You understand the complexities of digital assets and are passionate about providing top-notch support. You excel in incident management and operational excellence, always striving for customer satisfaction and team engagement. Your leadership style fosters growth and retention among your team members, and you are adept at collaborating with sales and other go-to-market teams to align strategies. You embrace diversity and inclusion, recognizing that a diverse workforce enhances service delivery.

Desirable

Experience with SaaS platforms and a strong understanding of blockchain technologies will set you apart. Familiarity with the APAC market and its unique challenges in technical support is a plus. You are comfortable working in a fast-paced environment and can adapt to the evolving needs of clients and the industry.

What you'll do

As the Technical Support Director for APAC at Fireblocks, you will lead a dedicated team of engineers focused on solving complex problems related to various blockchains and Fireblocks Infrastructure. Your hands-on involvement in incident management will ensure that client issues are resolved efficiently and effectively. You will oversee the planning, building, and recruiting efforts to expand your team, ensuring that they are well-equipped to meet the demands of our enterprise clients. You will engage directly with top customers, delivering high-quality service and fostering strong relationships. Your role will also involve scaling our Platinum/Premium Support strategy, directing initiatives that enhance customer satisfaction and productivity. You will act as the ultimate point of escalation for client support issues, providing leadership and guidance to your team. Collaborating closely with sales and other teams, you will align support strategies with business objectives, ensuring that our clients receive the best possible service.

What we offer

At Fireblocks, we are committed to enabling businesses to securely access digital assets and cryptocurrencies. We offer a dynamic work environment where innovation and collaboration thrive. You will have the opportunity to work with some of the largest financial institutions and recognized brands globally. We believe in the importance of diversity and inclusion, and we encourage you to apply even if your experience doesn't match every requirement. Our team is dedicated to professional growth, and we provide resources and support to help you succeed in your role.