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we are looking for a fast learning, motivated individual to join our Product Experience team in R&D. If youre passionate about technology and problem solving, but are also a great communicator, wed love to chat with you. This role is a great opportunity to expand your technical skillset and work directly with our Software Engineers to support a wide range of customer use cases on a variety of web-based platforms.
What will you actually be doing?
Analyzing and researching customer use cases and processes in web applications.
Monitoring Production logs in our Backoffice system to identify and proactively address potential issues.
Implementing solutions that will scale to millions of users.
Advancing the world one step closer to Artificial General Intelligence.
Working closely with Software Engineers, Product Managers, Professional Services, Customer Success and Support to ensure the ongoing success of our customers.
Proactively thinking of new and innovative ways to provide our customers with an outstanding product experience.
Creating internal documentation and resources to share knowledge within the organization.
Serving as an internal point of escalation for our Support team and driving resolution of technical issues, including identification of root cause.

Were on the lookout for a Technical Support Engineer whos ready to go beyond the usual break/fix routine. This isnt just about fixing issues; its about breaking the mold of traditional support, anticipating problems before they arise, and driving innovation that keeps our customers raving while protecting their data. Youll be the spark that ignites a team of forward-thinkers, taking our support to levels most wouldnt even dream of.
What you'll do:
Be the Game-Changer: Be part of a high-octane support team with vision, grit, and a relentless drive for excellence. Youre not here to twiddle your thumbs; youre here to inspire, challenge, and elevate.
Solve Complex Problems: When others see a roadblock, you see a challenge worth conquering. Youll tackle issues head-on with creativity, tenacity, and a refusal to settle for anything less than excellence. Approach challenges with a solution-oriented mindset. Proactively identify and address potential issues before they impact customers. Youre the go-to when others throw in the towel.
Obsess Over Customers: Our customers arent just clients-theyre your mission. Ensure their experience isnt just good, but legendary. Get inside their heads, anticipate their needs, go above and beyond, and make sure they know weve got their back, every step of the way. Our customers dont just deserve support-they deserve unforgettable experiences.
Collaborate Boldly: Collaborate within your team to find resolutions faster. Work closely with cross-functional teams (Product, Engineering, Customer Success, etc.) to ensure seamless communication and support. Bring your insights to the table and challenge the status quo. Your collaboration isnt just participation-its disruption with purpose.
Innovate Relentlessly: Implement solutions that go beyond traditional technical support. Youre here to challenge the norm and set new benchmarks in technical support. Find opportunities to enhance our processes, tools, and customer experiences, and dont hesitate to shake things up.

As Technical Support Engineer (L2), you will become the deep expert on how our system works end-to-end. Youll own the technical heartbeat of customer support: understanding detection flows, troubleshooting integrations, investigating anomalies, and communicating clear insights back to customers and internal teams.

This is a builder role. As one of the first technical support hires, youll shape support function; its processes, its culture, and its standards.

While working directly with Engineering, Product, and our most strategic customers. Youll be the person customers trust the most: their go-to expert for clarity, accuracy, and fast resolutions.

What Youll Do (Your Chain of Impact)

Become the System Expert

Develop a deep understanding of detection flows, architecture, and security engines.
Build expertise across product surfaces, customer use cases, and common integration patterns.
Act as the internal knowledge hub for how our system behaves in real-world scenarios.
Lead Technical Investigations

Diagnose complex issues across customer integrations, APIs, on-chain data, and detection results.
Perform basic Root Cause Analyses (RCAs) and communicate findings clearly and confidently.
Read and interpret logs (DataDog, Kibana, Grafana, etc.) to identify anomalies or system irregularities.
Monitor performance metrics and security-related alerts.

Technical Support Engineers (TSE) make up a small, talented, and dedicated global team providing an important part of the experience through guidance and consulting to customers. We pride ourselves on prompt responses to customers with a range of technical capabilities to ensure the success of customers across our web and mobile features as part of the Engineering organization. While the entire company has a customer focus, TSEs make champions out of our customers and provide a partnership experience through professional and accurate technical support.

Responsibilities (what youll do):

Answer customer questions through our support queue
Be the voice of the customer to the Product and Engineering organizations
Debug customer issues, create reproducible test cases for developers, and validate fixes and workarounds
Take ownership of pushing cases to resolution, including working with developers
Actively contribute to knowledge documentation through the creation of internal and customer-facing documentation

As an IT Support Engineer , you'll be at the forefront of our technology, ensuring seamless operations for our rapidly expanding global workforce. You'll work with cutting-edge tools and technologies to provide exceptional support, troubleshoot complex issues, and drive digital transformation.

What Youll Do:

Support Users: Resolve IT issues, troubleshoot problems, and ensure productivity.
Manage Systems: Oversee IT infrastructure, deploy systems, and monitor performance.
Ensure Security: Implement policies, prevent threats, and safeguard data.
Collaborate: Work with global teams to solve issues and share best practices.
Empower Workforce: Onboard staff, provide tools, and enhance IT support.

You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. Youre a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. Youll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.
You will provide post sales technical support to our company End User Customers via phone, e-mail and web. You will utilize your fault isolation and root cause analysis skills to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. Youll regularly update support cases to record progress of calls in the call tracking system and document technical solutions and product information in the knowledge base.
Your Impact
Provide Technical Support to customers and partners
Provide configurations, troubleshooting and best practices to customers
Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
Provide fault isolation and root cause analysis for technical issues
Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
Travel to customer sites in the event of a critical situation to expedite resolution as required
Provide on-call support on an as-needed basis.