What You’ll Do -

📍Provide expert-level technical support for Blockaid applications, diagnosing and resolving complex issues with aggressive resolution times. 📍Analyze sophisticated problems related to system performance, configuration issues, API integrations, Web3 security threats, and blockchain-related incidents. 📍Monitor system performance metrics, API health, and security incident alerts. 📍Serve as the primary point of contact for escalated customer issues, maintaining clear communication with stakeholders. 📍Coordinate with Engineering, Product Management, and Field Services teams to resolve complex technical challenges. 📍Identify opportunities for the support team to take on additional responsibilities and develop subject matter expertise. 📍Create and maintain comprehensive playbooks, troubleshooting guides, and internal documentation. 📍Develop tools and automation to improve support efficiency and reduce resolution time. 📍Maintain strict compliance with security policies and procedures, particularly when handling sensitive customer data.

Requirements

📍3+ years of experience in an L1/2 support role. 📍Solid knowledge of databases, query optimization, and dashboard creation using Snowflake, SQL, and data visualization tools 📍Strong understanding of cybersecurity concepts, threat detection, incident response, and security best practices in Web3 environments 📍Working knowledge of networking concepts, including TCP/IP, DNS, VLANs, VPNs, and network troubleshooting methodologies 📍Proven troubleshooting abilities, analytical thinking, and systematic problem-solving approach for complex technical issues 📍Excellent written and verbal communication skills for technical documentation, customer interactions, and cross-team collaboration

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