[Hiring] Technical Customer Support Specialist @Hypernative

Role Description

We’re looking for a Technical Customer Support Specialist to be the front line for our customers, helping them get the most out of Hypernative’s real-time threat detection platform. You’ll handle inbound technical inquiries, troubleshoot issues, and ensure our users (from Web3 protocols to enterprises) receive responsive, expert-level support.

You’ll collaborate closely with our Customer Success, Product, and Engineering teams to deliver a smooth and secure experience for every customer.

• Serve as the first line of technical support, managing customer tickets and chats in a timely and professional manner.
• Troubleshoot product, integration, and alerting issues, identify root causes, and escalate complex cases when needed.
• Partner with the Customer Success and Engineering teams 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 ongoing process improvements that scale the support function as we grow globally.

Qualifications

• 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, you enjoy digging into logs, APIs, and integrations to find solutions.
• Worked with Web3, blockchain infrastructure, or crypto security (bonus if you’ve supported on-chain products or protocols).
• Familiar with blockchain concepts (e.g., transactions, gas, smart contracts, on-chain events, oracles), wallets (MPC vs Multi-Sig), and DeFi ecosystems.
• Excellent written and verbal communication skills, with a knack for explaining technical concepts clearly.
• Comfort working across time zones and collaborating asynchronously with distributed teams, with the ability to prioritize and manage multiple issues and escalation paths simultaneously.
• A proactive, customer-first mindset, you care about outcomes, not just ticket resolution.
• Nice to have: Basic knowledge of Python.