Technical Customer Support - US
About This Role
We're looking for a Technical Customer Support Specialist to serve as the front line for customers using Hypernative's real-time threat detection platform. You'll handle inbound technical inquiries, troubleshoot issues, and ensure users — ranging from Web3 protocols to enterprises — receive responsive, expert-level support. You'll work closely with the Customer Success, Product, and Engineering teams to deliver a smooth and secure experience for every customer.
What You'll Be Doing
Act as the first line of technical support, managing customer tickets and chats in a timely, professional manner.
Troubleshoot product, integration, and alerting issues, identifying root causes and escalating complex cases when necessary.
Partner with Customer Success and Engineering to track, reproduce, and resolve technical incidents.
Help customers integrate and configure Hypernative APIs, dashboards, and data feeds.
Maintain and improve support documentation, FAQs, and self-service resources.
Act as a customer advocate, sharing feedback and insights to help drive product improvements.
Contribute to process improvements that help scale the support function as the company grows globally.
What We're Looking For
3-5 years of experience in technical customer support, DevOps support, or API-based product support, ideally at a SaaS or security company.
Strong troubleshooting and diagnostic skills, with comfort digging into logs, APIs, and integrations.
Experience with Web3, blockchain infrastructure, or crypto security.
Familiarity with blockchain concepts (transactions, gas, smart contracts, on-chain events, oracles), wallets (MPC vs. Multi-Sig), and DeFi ecosystems.
Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
Comfort working across time zones and collaborating asynchronously with distributed teams, prioritizing multiple issues and escalation paths simultaneously.
A proactive, customer-first mindset focused on outcomes, not just ticket resolution.
Bonus Points
Experience supporting on-chain products or protocols.
Basic knowledge of Python.
Ready to Apply?
To submit your application for this position, please visit Hypernative's official website and follow their application process.