Senior Technical Support Engineer (L2)

Blockaid is redefining trust in blockchain through advanced, integrated security. As a Senior Technical Support Engineer (L2), you will become the deep expert on Blockaid’s system, owning the technical heartbeat of customer support and shaping the support function while working with engineering, product, and strategic customers.

Responsibilities:

• 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

Requirements:

• 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
• 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
• Web3 experience is a plus