Description
Hypernative is the leader in real-time threat prevention for Web3. We empower protocols, bridges, and DeFi platforms to detect and prevent exploits before they happen. Our platform is trusted by top crypto-native organizations to protect billions in on-chain value.
Backed by world-class investors and experiencing rapid growth, we’re building a customer centric organisation that helps our customers stay safe, agile, and ahead of threats. Now we’re hiring a Technical Customer Support in APAC timezones to join us on this mission.
We’re looking for a Technical Customer Support Specialist to be the front line for our customers, helping them get the most out of Hypernative’s real-time threat detection platform. You’ll handle inbound technical inquiries, troubleshoot issues, and ensure our users (from Web3 protocols to enterprises) receive responsive, expert-level support.
You’ll collaborate closely with our Customer Success, Product, and Engineering teams to deliver a smooth and secure experience for every customer.
What You’ll Do
- Serve as the first line of technical support, managing customer tickets and chats in a timely and professional manner
- Troubleshoot product, integration, and alerting issues, identifying root causes and escalating complex cases when needed
- Partner with the Customer Success and Engineering teams to track, reproduce, and resolve technical incidents
- Help customers integrate and configure Hypernative APIs, dashboards, and data feeds
- Maintain and improve support documentation, FAQs, and self-service resources
- Act as a customer advocate, sharing feedback and insights to help drive product improvements
- Contribute to ongoing process improvements that scale the support function as we grow globally
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, you enjoy digging into logs, APIs, and integrations to find solutions
- Worked with Web3, blockchain infrastructure, or crypto security (bonus if you’ve supported on-chain products or protocols)
- Familiar with blockchain concepts (e.g., transactions, gas, smart contracts, on-chain events, oracles), wallets (MPC vs Multi-Sig) and DeFi ecosystems
- Excellent written and verbal communication skills, with a knack for explaining technical concepts clearly
- Comfort working across time zones and collaborating asynchronously with distributed teams, with the ability to prioritise and manage multiple issues and escalation paths simultaneously
- A proactive, customer-first mindset, you care about outcomes, not just ticket resolution
- Nice to have: Basic knowledge of Python