Technical Customer Support Analyst (Web3)

TL;DR

Technical Customer Support Analyst (Web3): Providing technical expertise and support for the hirify.global platform to ensure customer satisfaction and successful onboarding with an accent on API troubleshooting and crypto-blockchain analytics. Focus on resolving complex integration challenges and mapping technical solutions to customer risk and compliance needs.

Location: Hybrid in San Francisco

Salary: $65,000 – $125,000

Company

hirify.global is a blockchain analytics company providing risk and compliance solutions for digital assets.

What you will do

• Manage day-to-day customer support queries, troubleshooting, and account maintenance according to SLAs.
• Identify and solve integration challenges to embed the platform into customer risk and compliance architectures.
• Analyze customer challenges in investigating criminal activity in digital assets and map platform solutions.
• Collaborate with product and engineering teams to provide feedback for new product development.
• Maintain deep knowledge of API documentation to resolve technical queries and assist prospects.
• Monitor automated onboarding journeys to reduce friction and accelerate time-to-value.

Requirements

• Experience in B2B SaaS or a complex technical market.
• Demonstrable interest or experience in cryptocurrency and blockchain technology.
• Proven knowledge of API and backend systems design.
• Must be based in San Francisco for a hybrid work arrangement.

Nice to have

• Experience with databases and data analysis.
• Previous experience working in a startup or scale-up environment.

Culture & Benefits

• Hybrid work model with a remote budget of £500 for home office setup.
• $1,000 annual Learning & Development budget.
• 25 days of annual leave plus bank holidays and an extra day for your birthday.
• Comprehensive benefits including private health insurance, mental health support, and life assurance.
• Enhanced parental leave providing 16 weeks of fully-paid leave.