Technical Support - APAC

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