Technical Customer Support - Contractor

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

About the company

Trust Wallet is the leading non-custodial cryptocurrency wallet, trusted by over 200 million people worldwide to securely manage and grow their digital assets. Our vision is to give individuals the freedom to own their assets, confidently participate in the future economy, and access opportunities that enhance their lives. Our mission is to be a trusted personal companion — helping users safely navigate Web3, the on-chain economy, and the emerging AI-powered future. 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, a vibrant community, and a growing ecosystem of partners.

THE OPPORTUNITY

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 …