Technical Customer Support - US

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.

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, 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.