Technical Customer Support - Contractor

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.

• Open to a schedule that supports customers in LATAM and North America time zones.

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.