Fordefi is the first institutional-grade wallet platform purpose-built for DeFi. Operating at the intersection of security and blockchain, our team of crypto custody and cybersecurity experts builds and operates the industry-leading MPC wallet used by nearly 300 institutional clients to deploy capital securely across multiple blockchains.
Fordefi has recently been acquired by Paxos, a leading regulated digital asset infrastructure provider that issues stablecoins for global enterprises and powers brokerage and settlement solutions for major financial institutions and fintechs. Together with Paxos, we are scaling Fordefi's technology and accelerating our mission to provide institutions with secure and reliable access to digital assets.
WHAT WE ARE LOOKING FOR
As a Customer Support Engineer at Fordefi, you will be the first point of contact for customers encountering technical challenges. You will lead the frontline investigation into customer issues, triage and troubleshoot problems, and collaborate closely with our engineering and product teams to ensure a seamless resolution. The ideal candidate will have a strong engineering background, a problem-solving attitude, and experience working independently or managing technical support teams.
LOCATION
This is a fully remote position supporting customers across APAC. Candidates must be available during standard APAC business hours.
Key Responsibilities
- Technical Issue Triage: Act as the primary technical point of contact for customer issues, triaging, analyzing, and diagnosing the root cause.
- Investigation & Resolution: Lead the frontline technical investigation of complex issues, working closely with customers to resolve problems quickly and efficiently.
- Cross-Functional Communication: Collaborate with engineering, product, and QA teams to escalate, reproduce, and resolve customer-reported issues.
- Customer Engagement: Communicate effectively with customers to understand their technical needs, provide updates, and offer solutions.
- Knowledge Sharing: Create and maintain internal and customer-facing documentation to improve overall efficiency and self-service capabilities.
- Independent Leadership: Take ownership of customer issues from start to finish, working independently to drive results. Experience managing or mentoring a technical support team is a plus.
Required qualifications
- Problem-Solving Mindset: Demonstrated ability to analyze and solve complex technical problems.
- Engineering Background: Strong technical background, with a degree in Computer Science, Engineering, or related field or equivalent industry experience.
- Technical Aptitude: Experience with SaaS architecture and cloud-based systems. Understanding of API integrations, monitoring and troubleshooting tools.
- Communication Skills: Ability to explain technical concepts to both technical and non-technical audiences, especially in writing.
- Customer Support Experience: Prior experience in a technical support role in a B2B SaaS company.
- Familiarity with Crypto & DeFi: The candidate must have familiarity with how to work with crypto wallets and DApps, understand blockchain concepts
