Technical Customer Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary point of technical support, efficiently managing customer tickets and chats in a professional manner.

• Diagnose product, integration, and alerting issues, pinpoint root causes, and escalate complex cases as necessary.

• Collaborate with Customer Success and Engineering teams to monitor, replicate, and resolve technical incidents.

• Assist customers in integrating and configuring Hypernative APIs, dashboards, and data feeds.

• Maintain and enhance support documentation, FAQs, and self-service resources.

• Serve as a customer advocate by providing feedback and insights to facilitate product enhancements.

• Contribute to process improvements that enable the support function to scale globally.

⛳️ Requirements

• 3-5 years of experience in technical customer support, DevOps support, or API-focused product support, preferably within a SaaS or security environment.

• Proficient in troubleshooting and diagnostic skills, including logs, APIs, and integrations.

• Experience with Web3, blockchain infrastructure, or cryptocurrency security is a plus.

• Understanding of blockchain concepts such as transactions, gas, smart contracts, on-chain events, and oracles.

• Knowledge of wallets, including MPC and Multi-Sig.

• Familiarity with DeFi ecosystems.

• Exceptional written and verbal communication skills.

• Capability to work across different time zones and collaborate asynchronously with distributed teams.

• Skill in prioritizing and managing multiple issues and escalation paths concurrently.

• Proactive, customer-centric mindset.

• Basic knowledge of Python is desirable.

🏝️ Benefits

• Opportunity to work in a dynamic and innovative environment.

• Access to continuous learning and professional development.

• Flexible working hours and the possibility of remote work.

• Comprehensive health and wellness benefits.