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