Technical Customer Support - US

Hypernative • United States, NY

9h

About The Position

Hypernative is hiring a Technical Customer Support Specialist to serve as the front line for customers using its real-time threat detection platform. The role handles inbound technical inquiries, troubleshoots product and integration issues, and helps Web3 protocols and enterprise users receive responsive, expert-level support. The specialist collaborates with Customer Success, Product, and Engineering to provide a smooth and secure customer experience.

Requirements

• 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, including investigating logs, APIs, and integrations.
• Familiarity with Web3, blockchain infrastructure, or crypto security; experience supporting on-chain products or protocols is a bonus.
• Familiarity with blockchain concepts such as transactions, gas, smart contracts, on-chain events, and oracles; wallets such as MPC and 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.
• Ability to prioritize and manage multiple issues and escalation paths simultaneously.
• A proactive, customer-first mindset focused on outcomes.

Nice To Haves

• Basic knowledge of Python.

Responsibilities

• 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 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 by sharing feedback and insights to help drive product improvements.
• Contribute to process improvements that scale the support function as the company grows globally.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed