Technical Customer Support - Hypernative

About the role

Hypernative operates as a proactive on-chain security platform, safeguarding enterprises against digital asset threats. As a Technical Customer Support Specialist, you will be the first point of contact for customers, addressing their technical inquiries and ensuring seamless integration of Hypernative's services.

The role requires collaboration with Customer Success and Engineering teams to resolve technical incidents and improve support documentation. Success in this position involves not only resolving customer issues but also advocating for customer needs to drive product enhancements.

Skills that matter here

• technical support: This role involves managing customer tickets and providing expert-level assistance.
• DevOps: Experience in DevOps is essential for troubleshooting product integration issues.
• API: You will help customers integrate and configure Hypernative's APIs.
• Web3: Familiarity with Web3 concepts is crucial for supporting blockchain-related products.
• blockchain: Understanding blockchain infrastructure will aid in diagnosing customer issues.
• crypto security: Knowledge of crypto security principles is beneficial for providing effective support.

Who this role suits

• Has 3-5 years of experience in technical customer support or DevOps.
• Enjoys problem-solving and digging into technical details.
• Possesses strong communication skills and can explain complex concepts clearly.
• Is proactive and customer-focused, prioritizing outcomes over simple ticket resolution.

From the employer

• 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.