Remote Technical Support Engineer - Crypto & Payments
Inclusively Remote
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Job summary
Trust Wallet is seeking a proactive Technical Customer Support Contractor for 6 months to join our team remotely. You will blend user-facing communication with technical investigation, triage issues across wallet functionality, payments, and backend services, and participate in incident response and continuous improvements.
You will monitor system behavior, assist in post-incident reviews, and collaborate with engineering and product to resolve issues while maintaining a strong focus on user
Qualifications
- 2-4 years of experience in customer or technical support in fintech, payments, SaaS or crypto.
- Ability to explain technical concepts to users with varying 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, or analytics tools is a plus.
Responsibilities
- Provide timely support to users via email and other channels for wallet, payments, transactions, and security.
- Perform technical triage to distinguish issues across client apps, APIs, backend services or external providers.
- Investigate issues using logs, dashboards, and system data; escalate with clear context.
- Monitor system behavior and assist in incident response and post-incident reviews.
- Collaborate with engineering, product, and operations to resolve issues and improve performance.
- Contribute to ticket deflection, documentation, and internal tooling improvements.
- Monitor community channels for early signals of issues and surface trends to teams.
Skills
Tools
Job description
Trust Wallet is seeking a proactive Technical Customer Support Contractor for 6 months to join our team remotely. You will blend user-facing communication with technical investigation, triage issues across wallet functionality, payments, and backend services, and participate in incident response and continuous improvements.
You will monitor system behavior, assist in post-incident reviews, and collaborate with engineering and product to resolve issues while maintaining a strong focus on user
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