What are the responsibilities and job description for the Senior Technical Support Engineer (L2) position at Blockaid?
Blockaid is redefining trust in blockchain through advanced, integrated security. Our on-chain security platform is trusted by leading Web3 companies, including Coinbase, MetaMask, Uniswap, Backpack, Stellar, and others to detect, understand, and automatically prevent or minimize the impact of fraud, scams, hacks, and financial threats.
We are backed by top-tier global investors including Sequoia Capital, Ribbit Capital, and Cyberstarts firms known for supporting the most innovative and influential companies in technology and cybersecurity.
About The Role
As Blockaid’s Technical Support Engineer (L2), you will become the deep expert on how our system works end-to-end. You’ll 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, you’ll shape Blockaid’s support function; its processes, its culture, and its standards.
While working directly with Engineering, Product, and our most strategic customers. You’ll be the person customers trust the most: their go-to expert for clarity, accuracy, and fast resolutions.
What You’ll Do (Your Chain Of Impact)
Become the System Expert
Your Chain of Strengths
We are backed by top-tier global investors including Sequoia Capital, Ribbit Capital, and Cyberstarts firms known for supporting the most innovative and influential companies in technology and cybersecurity.
About The Role
As Blockaid’s Technical Support Engineer (L2), you will become the deep expert on how our system works end-to-end. You’ll 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, you’ll shape Blockaid’s support function; its processes, its culture, and its standards.
While working directly with Engineering, Product, and our most strategic customers. You’ll be the person customers trust the most: their go-to expert for clarity, accuracy, and fast resolutions.
What You’ll Do (Your Chain Of Impact)
Become the System Expert
- Develop a deep understanding of Blockaid’s 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.
- 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.
Your Chain of Strengths
- 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, etc.)
- Understanding of cybersecurity concepts and basic threat detection principles (Web3 experience is a plus).
- Solid troubleshooting instincts and a research-oriented mindset, you’re able to dig, hypothesize, and validate.
- Excellent communication skills with the ability to explain complex issues clearly and concisely.
- Comfortable collaborating with engineers, product managers, and external stakeholders.
- Experience supporting global customers across multiple time zones, cultures, and communication styles.