Senior Technical Support Engineer (L2)
About The Position
As Blockaid’s Technical Support Engineer (L2), you will become the deep expert on how our system works end-to-end. You’ll own the technical heartbeat of customer support: understanding detection flows, troubleshooting integrations, investigating anomalies, and communicating clear insights back to customers and internal teams. This is a builder role. As one of the first technical support hires, you’ll shape Blockaid’s support function; its processes, its culture, and its standards. While working directly with Engineering, Product, and our most strategic customers. You’ll be the person customers trust the most: their go-to expert for clarity, accuracy, and fast resolutions.
Requirements
- 3+ years in L2 technical support or similar customer-facing technical roles, ideally in security, SaaS, or infrastructure.
- Strong understanding of HTTP/REST fundamentals and common integration patterns.
- Basic SQL skills for querying logs and validating system behavior.
- Ability to interpret technical logs and observability dashboards (DataDog, Kibana, Grafana, etc.)
- Understanding of cybersecurity concepts and basic threat detection principles (Web3 experience is a plus).
- Solid troubleshooting instincts and a research-oriented mindset, you’re able to dig, hypothesize, and validate.
- Excellent communication skills with the ability to explain complex issues clearly and concisely.
- Comfortable collaborating with engineers, product managers, and external stakeholders.
- Experience supporting global customers across multiple time zones, cultures, and communication styles.
Responsibilities
- Become the System Expert
- Develop a deep understanding of Blockaid’s detection flows, architecture, and security engines.
- Build expertise across product surfaces, customer use cases, and common integration patterns.
- Act as the internal “knowledge hub” for how our system behaves in real-world scenarios.
- Lead Technical Investigations
- Diagnose complex issues across customer integrations, APIs, on-chain data, and detection results.
- Perform basic Root Cause Analyses (RCAs) and communicate findings clearly and confidently.
- Read and interpret logs (DataDog, Kibana, Grafana, etc.) to identify anomalies or system irregularities.
- Monitor performance metrics and security-related alerts.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
51-100 employees
