Senior Technical Support Engineer (L2)
Skills
About the Role
You will become the deep expert on how the system works end-to-end. You will troubleshoot complex customer integrations, diagnose issues across APIs and on-chain data, and perform root cause analyses. You will read and interpret logs and observability dashboards, monitor performance and security alerts, and communicate clear findings to customers and internal teams. You will help shape support processes and standards and collaborate directly with engineers, product managers, and external stakeholders.
Requirements
- 3+ years in L2 technical support or similar customer-facing technical roles
- Strong understanding of HTTP and REST fundamentals and common integration patterns
- Basic SQL skills for querying logs and validating system behavior
- Ability to interpret technical logs and observability dashboards such as DataDog, Kibana, and Grafana
- Understanding of cybersecurity concepts and basic threat detection principles
- Strong troubleshooting skills and a research-oriented mindset
- Excellent communication skills for explaining complex issues clearly
- Experience supporting global customers across multiple time zones
Responsibilities
- Become the system expert on detection flows, architecture, and security engines
- Build expertise across product surfaces, customer use cases, and integration patterns
- Diagnose complex issues across customer integrations, APIs, on-chain data, and detection results
- Perform root cause analyses and communicate findings clearly and confidently
- Read and interpret logs and observability dashboards (DataDog, Kibana, Grafana) to identify anomalies
- Monitor performance metrics and security-related alerts
- Collaborate with engineering, product, and customer stakeholders
- Shape support processes, standards, and documentation