Trust Wallet
We are looking for a proactive and technically curious Technical Customer Support Contractor (6 months) to join our team. In this role, you will go beyond traditional customer support by combining user-facing communication with technical investigation, system awareness, and operational ownership.
You will play a key role in ensuring a smooth user experience by identifying, troubleshooting, and resolving issues across wallet functionality, payment systems, and backend services, while also contributing to incident response, monitoring, and operational improvements.
Responsibilities
Customer Support & Technical Triage
- Provide timely and effective support to users via email and other support channels, resolving inquiries related to wallet functionality, card payments, transactions, and security.
- Perform technical triage of user-reported issues, identifying whether problems originate from client applications, APIs, backend services, or external providers.
- Investigate and troubleshoot issues using internal tools, logs, dashboards, and available system data.
- Escalate complex or critical issues with clear, structured context, including reproduction steps, logs, and impact assessment.
Monitoring & Incident Support
- Monitor system behavior and identify anomalies such as increased error rates, transaction failures, or performance degradation.
- Assist in incident response, including investigation, user communication, and resolution tracking.
- Support post-incident reviews by documenting findings and contributing to continuous improvement efforts.
- Follow defined escalation processes for high-severity issues.
Operations & System Awareness
- Analyze logs and system signals to help identify trends, anomalies, and potential issues.
- Support proactive monitoring of key system metrics (latency, error rates, transaction success rates).
- Assist in coordinating with internal teams and external providers during service disruptions.
- Track and follow up on unresolved issues to ensure timely resolution.
Access & Process Support
- Assist with access-related requests and follow established procedures for onboarding and offboarding activities.
- Support periodic access reviews and contribute to maintaining secure operational practices.
Cross-Team Collaboration
- Work closely with engineering, product, and operations teams to resolve issues and improve system performance.
- Provide structured inputs (logs, user impact, reproduction steps) to accelerate debugging and resolution.
- Act as a bridge between users and internal teams during incidents and ongoing issues.
Continuous Improvement & Automation
- Identify recurring issues and contribute to ticket deflection and process improvement initiatives.
- Maintain and improve internal documentation, runbooks, and knowledge bases.
- Contribute to small internal tooling improvements, automations, or workflow optimizations where applicable.
Community & Signal Monitoring
- Monitor user feedback and community channels to identify early signals of potential issues or incidents.
- Surface trends or emerging problems to internal teams proactively.
Qualifications
- 2–4 years of experience in customer support, technical support, or operations in fintech, payments, SaaS, or crypto.
- Strong ability to understand and explain technical concepts to users with varying levels of expertise.
- Experience troubleshooting APIs, transactions, or distributed systems is a strong plus.
- Familiarity with payment systems, card networks (Visa, Mastercard, etc.), or crypto wallets is highly desirable.
- Exposure to monitoring, logging, or analytics tools (e.g., Grafana, Datadog, Kibana) is a plus.
- Basic understanding of system architecture (client → API → backend services).
- Strong analytical and problem-solving skills with attention to detail.
- Excellent written and verbal communication skills in English (additional languages are a plus).
- Ability to manage multiple priorities in a fast-paced, evolving environment.
- Willingness to work flexible hours, including nights, weekends, and holidays if required.
- Strong ownership mindset and ability to work cross-functionally.
- Open to a schedule that supports customers in LATAM and North America time zones.
Nice to Have
- Experience with crypto wallets, blockchain transactions, or on-chain systems.
- Familiarity with incident management or operational workflows.
- Experience working with logs, dashboards, or basic debugging tools.
- Interest in automation, scripting, or building small internal tools.
- Familiarity with AI tools and ability to leverage them for workflow improvements, automations, or internal tooling is a plus.
What Success Looks Like
- Accurately diagnose and resolve user issues with minimal escalation.
- Provide high-quality, structured escalations when needed.
- Contribute to faster incident detection and resolution.
- Improve user experience through clear communication and proactive support.
- Identify trends and help reduce recurring issues over time.
Additional Information
This is a global and fully remote role. You must have the right to work for the country you are based.
Why work at Trust Wallet?
- Be a part of the world’s leading blockchain ecosystem that continues to grow.
- Excellent learning and career development opportunities.
- Work alongside diverse, world-class talent, in an environment where learning and growth opportunities are endless.
- Tackle fast-paced, challenging and unique projects.
- Work in a truly global organization, with international teams and a flat organizational structure.
- Work fully remotely with flexible working hours.
- Enjoy competitive salary and benefits.
Apply today to join our team in building the world’s most trusted and secure crypto wallet and enable a decentralized future for everyone.
Trust Wallet is committed to being an equal opportunity employer. We believe that having a diverse workforce is fundamental to our success.