Technical Customer Support Specialist
About the Company
Trust Wallet is the leading non-custodial cryptocurrency wallet, trusted by over 200 million people worldwide to securely manage and grow their digital assets. Our mission is to be a trusted personal companion helping users safely navigate Web3 and the on-chain economy.
Responsibilities
- Provide timely support via email and other channels regarding wallet functionality, card payments, and security
- Perform technical triage to identify if issues originate from client apps, APIs, or backend services
- Investigate issues using internal tools, logs, and dashboards
- Monitor system behavior for anomalies like increased error rates or transaction failures
- Assist in incident response, user communication, and resolution tracking
- Collaborate with engineering and product teams to provide structured debugging context
- Maintain and improve internal documentation and runbooks
- Monitor community channels for early signals of potential incidents
Requirements
- 2–4 years of experience in technical support or operations within fintech, payments, SaaS, or crypto
- Strong ability to explain technical concepts to non-technical users
- Basic understanding of system architecture (client → API → backend)
- Excellent written and verbal communication skills in English
- Ability to work flexible hours including nights, weekends, and holidays if required
- Strong analytical and problem-solving skills
Preferred Qualifications
- Experience troubleshooting APIs, transactions, or distributed systems
- Familiarity with payment systems (Visa/Mastercard) or crypto wallets
- Exposure to monitoring tools like Grafana, Datadog, or Kibana
- Experience with blockchain transactions or on-chain systems
- Interest in automation, scripting, or AI tools for workflow improvements