Technical Support Engineer
Skills
About the Role
You will become the deep expert on how the system works end-to-end. You will own technical customer support by understanding detection flows, troubleshooting integrations, investigating anomalies, performing basic root cause analyses, reading logs and observability dashboards, and communicating clear findings to customers and internal teams. You will monitor performance metrics and security alerts and collaborate directly with engineers and product managers to resolve issues.
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 (DataDog Kibana Grafana)
- Understanding of cybersecurity concepts and basic threat detection principles
- Research-oriented mindset with strong troubleshooting instincts
- Excellent communication skills to explain complex issues clearly and concisely
- Experience collaborating with engineers product managers and external stakeholders
- Experience supporting global customers across multiple time zones
Responsibilities
- Develop deep understanding of detection flows architecture and security engines
- Build expertise across product surfaces customer use cases and integration patterns
- Act as the internal knowledge hub for system behavior in real-world scenarios
- Diagnose complex issues across customer integrations APIs on-chain data and detection results
- Perform root cause analyses and communicate findings clearly
- Read and interpret logs and observability dashboards such as DataDog Kibana and Grafana
- Monitor performance metrics and security-related alerts
- Troubleshoot integrations and validate system behavior using SQL queries
- Communicate technical insights to customers and internal teams