Crypto Payments Tech Support Engineer (Contract)

Trust Wallet; United States; Remote; USD 44,000 - 66,000; Full time

Benefits offered by this job

Flexible hours

Job summary

Trust Wallet is seeking a proactive Technical Customer Support Contractor (6 months) to join our team. You will blend user-facing communication with technical investigation, system awareness, and operational ownership.

You will troubleshoot wallet functionality, payments, and backend services, contribute to incident response, monitoring, and continuous improvements, and collaborate across engineering, product, and operations teams.

Qualifications

• 2–4 years in customer/technical support in fintech, payments, SaaS, or crypto.
• Ability to 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 or crypto wallets is highly desirable.
• Exposure to monitoring/logging/analytics tools (Grafana, Datadog, Kibana) is a plus.
• Strong communication skills and attention to detail.
• Willingness to work flexible hours, including nights, weekends, and holidays if required.

Responsibilities

• Provide timely support to users via email and other channels, resolving inquiries related to wallet functionality, payments, transactions, and security.
• Perform technical triage to identify source of issues (client apps, APIs, backend services, external providers).
• Investigate and troubleshoot issues using internal tools, logs, dashboards, and system data.
• Escalate complex issues with reproduction steps, logs, and impact assessment.
• Monitor system behavior and assist in incident response and post-incident reviews.
• Collaborate with engineering, product and operations teams to resolve issues.
• Maintain internal documentation, runbooks, and knowledge bases.

Skills

Technical communication

Analytical skills

Problem solving

Cross-functional collaboration

English proficiency

Tools

Grafana

Datadog

Kibana

Job description

Trust Wallet is seeking a proactive Technical Customer Support Contractor (6 months) to join our team. You will blend user-facing communication with technical investigation, system awareness, and operational ownership.

You will troubleshoot wallet functionality, payments, and backend services, contribute to incident response, monitoring, and continuous improvements, and collaborate across engineering, product, and operations teams.