Technical Support Engineer (L2) at Blockaid

New York, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

06 Jun, 26

Salary

0.0

Posted On

08 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

L2 Technical Support, Customer-Facing, Security, SaaS, Infrastructure, HTTP/REST, SQL, Log Interpretation, DataDog, Kibana, Grafana, Cybersecurity Concepts, Threat Detection, Troubleshooting, Communication, Collaboration

Industry

Computer and Network Security

Description

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 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. 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. Requirements 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.

Responsibilities

The Technical Support Engineer (L2) will become the deep expert on the system, owning technical support by understanding detection flows, troubleshooting integrations, investigating anomalies, and communicating insights internally and externally. This role involves leading technical investigations, performing basic Root Cause Analyses (RCAs), and interpreting logs from observability tools to monitor performance and security alerts.