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 vision is to give individuals the freedom to own their assets, confidently participate in the future economy, and access opportunities that enhance their lives. Our mission is to be a trusted personal companion — helping users safely navigate Web3, the on-chain economy, and the emerging AI-powered future. With support for over 10 million assets across 100+ blockchains, Trust Wallet offers a seamless, multi-chain experience backed by industry-leading self-custody technology, a vibrant community, and a growing ecosystem of partners. THE OPPORTUNITY We are looking for a proactive and technically curious Technical Customer Support Specialist 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. 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. *Due to the large amount of the applications, please consider your application as unsuccessful should you not be contacted within 4 weeks from your application date.