Technical Support Engineer (L2)
Skills
About the Role
You will become the deep expert on how the system works end-to-end. You will own the technical heartbeat of customer support by understanding detection flows, troubleshooting integrations, investigating anomalies, and communicating clear findings to customers and internal teams. You will perform root cause analyses, read and interpret logs and observability dashboards, monitor performance and security alerts, and collaborate closely with engineering and product to deliver fast, accurate resolutions. You will also help shape support processes and standards as an early technical hire.
Requirements
- 3+ years in L2 technical support or similar customer-facing technical roles, ideally in security, SaaS, or infrastructure
- Strong understanding of HTTP/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
- Solid troubleshooting instincts and a research-oriented mindset
- Excellent communication skills with the ability to explain complex issues clearly and concisely
- Experience supporting global customers across multiple time zones, cultures, and communication styles
Responsibilities
- Develop a 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 (DataDog, Kibana, Grafana) to identify anomalies
- Monitor performance metrics and security-related alerts
- Collaborate with engineers, product managers, and external stakeholders to resolve issues