Remote Technical Support Engineer — Contract

BNB Chain; United States; Remote; USD 34,000 - 55,000; Part time

Job summary

Trust Wallet is seeking a proactive Technical Customer Support Contractor (6 months) to join the team. You will blend user‑facing communication with technical investigation, triage, and incident handling in a fast‑paced crypto environment.

You will diagnose wallet and payment issues, monitor system behavior, support post‑incident reviews, and collaborate across engineering, product, and operations to improve reliability while communicating clearly with users across LATAM and North America time

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.

Responsibilities

• 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 (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.
• 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 (logs, user impact, 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.

Tools

Grafana

Datadog

Kibana

Job description

Trust Wallet is seeking a proactive Technical Customer Support Contractor (6 months) to join the team. You will blend user‑facing communication with technical investigation, triage, and incident handling in a fast‑paced crypto environment.

You will diagnose wallet and payment issues, monitor system behavior, support post‑incident reviews, and collaborate across engineering, product, and operations to improve reliability while communicating clearly with users across LATAM and North America time