Technical Customer Support - Contractor

Trust Wallet is seeking a Technical Customer Support Contractor for a 6-month engagement. You will go beyond traditional support by combining user-facing communication with technical investigation, system awareness, and operational ownership. You will ensure a smooth user experience by identifying, troubleshooting, and resolving issues across wallet functionality, payment systems, and backend services, while contributing to incident response, monitoring, and operational improvements.

What you'll do

• 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.
• 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.
• Analyze logs and system signals to help identify trends, anomalies, and potential issues.
• Support proactive monitoring of key system metrics such as latency, error rates, and 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.
• 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.
• Work closely with engineering, product, and operations teams to resolve issues and improve system performance.
• Provide structured inputs such as logs, user impact, and reproduction steps to accelerate debugging and resolution.
• Act as a bridge between users and internal teams during incidents and ongoing issues.
• 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.
• Monitor user feedback and community channels to identify early signals of potential issues or incidents.
• Surface trends or emerging problems to internal teams proactively.

What you bring

• 2–4 years of experience in customer support, technical support, or operations in fintech, payments, SaaS, or crypto.
• A strong ability to understand and explain technical concepts to users with varying levels of expertise.
• Basic understanding of system architecture (client to API to backend services).
• Strong analytical and problem-solving skills with attention to detail.
• Excellent written and verbal communication skills in English.
• The ability to manage multiple priorities in a fast-paced, evolving environment.
• Willingness to work flexible hours, including nights, weekends, and holidays if required.
• A strong ownership mindset and ability to work cross-functionally.
• Openness to a schedule that supports customers in LATAM and North America time zones.

Nice to have

• Experience troubleshooting APIs, transactions, or distributed systems.
• Familiarity with payment systems, card networks such as Visa and Mastercard, or crypto wallets.
• Exposure to monitoring, logging, or analytics tools such as Grafana, Datadog, or Kibana.
• 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 the ability to leverage them for workflow improvements, automations, or internal tooling.
• Additional languages beyond English.

What we offer

• A global, fully remote role with flexible working hours.
• Competitive salary and benefits.
• Excellent learning and career development opportunities.
• Access to a diverse, world-class team in a flat organizational structure.

About Trust Wallet

Trust Wallet is the leading non-custodial cryptocurrency wallet, trusted by over 200 million people worldwide. 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 and a growing ecosystem of partners.