Technical Support - APAC

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

• 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