Technical Support Lead

Blockaid is an innovative blockchain technology company dedicated to revolutionizing the future of web3 security. Blockaid’s leading security tools stop malicious transactions before they happen, protecting web3 users from scams, phishing, and hacks.

We're seeking the first hire for our technical support team. The role includes responding to customers tickets in real-time. As the inaugural team member in the technical support arm of Blockaid, you'll play a significant role in designing our support process, systems, and working closely with our development teams. Our product scans millions of blockchain transactions daily for the biggest companies in the field. Occasionally, some transactions are misflagged by Blockaid, and you'll assist in supporting them.

What you’ll be doing:

• Being the first point of contact for customers seeking technical assistance over the phone or email.

• Troubleshooting complex development environment issues and communicating with R&D team.

• Optimize our support documentation and processes to improve users’ experiences and help take our onboarding to the next level

• Develop and implement effective solutions to resolve technical problems, ensuring customer satisfaction

• Debug issues and apply creative problem solving with MacOS, git, Python, and more

Requirements

• 4+ years of technical support experience 

• Management experience

• B.Sc. in Industrial Engineering / Information systems or equivalent academic knowledge 

• Basic programming capabilities 

• Work experience with Zendesk- advantageous

• Data driven decision making, analytical approach and problem-solving skills

• Ability to work well under pressure with minimal direction.

• Ability to understand the needs of the users and formulate adequate responses.

• Ability to work effectively in a fast-paced and dynamic environment

• Strong written communication skills and the ability to interact with users clearly and empathetically in English

• Fraud/Security support background - advantageous