Provides first-line technical support for Hypernative’s threat detection platform. Responsibilities include managing tickets and chats, troubleshooting product, integration, API, alerting, and data-feed issues, investigating logs and root causes, escalating incidents, supporting customer configurations, maintaining documentation, and collaborating with Customer Success, Product, and Engineering. The role also advocates for customers and contributes to scalable support processes.
Description
Hypernative is the proactive on-chain security platform for enterprises and institutions. We predict and neutralize digital asset threats before they materialize, unifying real-time monitoring, transaction security, fraud prevention, compliance screening, and automated response in a single, institutional-grade platform.
Powered by the most battle-tested machine learning engine in digital asset security, Hypernative has actively prevented over $3 billion in losses across 75+ blockchains.
Founded in 2023, Hypernative raised a $40M Series B and has secured $100B+ in digital assets across 350+ leading organizations, including top financial institutions, exchanges, asset managers, protocols, and chains.
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.
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 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.
- 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.
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