[Hiring] Technical Customer Support @Trust Wallet

Role Description

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.
• Bilingual proficiency in English and Mandarin Chinese is required to effectively support and communicate with our Mandarin-speaking client base.

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.

Benefits

• 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.