Technical Support Engineer L2

As the Technical Support L2 Engineer, based in Tel Aviv, you will have the unique opportunity to build and scale our L2 support function from the ground up and be a part of the Blockchain security future . Reporting to the Head of Customer Support, you will help our customers with their most pressing issues, protecting end-users from being scammed, creating real impact.

This role is meant for a true builder. As the first hire, youll be a major player in building the support process for cutting edge new Blockchain security products, becoming subject matter expert and trusted advisor for our customers, engaging directly with our engineering and product team, and learning our product directly from them.

Your Chain of Impact:
Provide expert-level technical support for our applications, diagnosing and resolving complex issues with aggressive resolution times.
Analyze sophisticated problems related to system performance, configuration issues, API integrations, Web3 security threats, and blockchain-related incidents.
Monitor system performance metrics, API health, and security incident alerts.
Serve as the primary point of contact for escalated customer issues, maintaining clear communication with stakeholders.
Coordinate with Engineering, Product Management, and Field Services teams to resolve complex technical challenges.
Identify opportunities for the support team to take on additional responsibilities and develop subject matter expertise.
Create and maintain comprehensive playbooks, troubleshooting guides, and internal documentation.
Develop tools and automation to improve support efficiency and reduce resolution time.
Maintain strict compliance with security policies and procedures, particularly when handling sensitive customer data.