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
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