Technical Customer Support
Hypernative detects web3 security threats in real-time across multiple blockchains and automates protective responses to prevent damage before it occurs.
Funding history
Projects
About Hypernative
Hypernative monitors blockchain activity to detect and block threats through real-time analysis. The platform identifies over 200 risk types including contract exploits, frontend compromises, and private key theft. With automated protective actions including pausing contracts and moving funds, Hypernative helps protocols, asset managers, and exchanges maintain operations during attack attempts while safeguarding digital assets.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will be the front line for customers, handling inbound technical inquiries via tickets and chats. You will troubleshoot product, integration and alerting issues, find root causes and escalate complex cases. You will help customers integrate and configure APIs, dashboards and data feeds, maintain support documentation, share customer feedback to improve the product, and contribute to process improvements that scale support.
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
- Worked with Web3, blockchain infrastructure, or crypto security
- Familiar with blockchain concepts, wallets (MPC vs Multi-Sig), and DeFi ecosystems
- Excellent written and verbal communication skills
- Comfort working across time zones and collaborating asynchronously with distributed teams
- Ability to prioritize and manage multiple issues and escalation paths
- Nice to have: basic knowledge of Python
Responsibilities
- Serve as the first line of technical support, managing customer tickets and chats
- Troubleshoot product, integration, and alerting issues, identify root causes, and escalate complex cases
- Partner with Customer Success and Engineering teams to track, reproduce, and resolve technical incidents
- Help customers integrate and configure APIs, dashboards, and data feeds
- Maintain and improve support documentation, FAQs, and self-service resources
- Share customer feedback and insights to drive product improvements
- Contribute to process improvements that scale the support function