Technical Support Specialist

SatoshiLabs Group; Jackson (MS); On-site; USD 21,000 - 32,000; Full time

Benefits offered by this job

Bitcoin compensation option

Professional development budget

Flexible office/home balance

Office gym and amenities

Job summary

Trezor seeks a dedicated Technical Support Specialist to help users worldwide with hardware wallets and the Trezor Suite. You'll translate complex blockchain concepts into clear user guidance, ensuring secure crypto handling and informed decisions.

You will grow knowledge across the Trezor ecosystem, assist in forums, and contribute to documentation while collaborating within a fast-moving, supportive team in Prague. Remote-friendly with in-office collaboration 1–2 days a week.

Qualifications

• Experience in client-facing tech support or similar roles.
• Tech-savvy with problem-solving across software/hardware/OS.
• Ability to stay calm and empatheic under pressure.
• Familiarity with Zendesk, Slack, Notion, GitHub, Google Workspace is a plus.

Responsibilities

• Answer customer inquiries via ticketing system, translating complex issues into clear steps.
• Support users on hardware wallets and Trezor Suite, guiding through tasks with precision.
• Contribute to knowledge base and self-help content.
• Moderate community forums and assist in side projects across product/design/marketing.

Skills

Client-facing support

Tech troubleshooting

Empathy

Zendesk

Slack

Notion

GitHub

Google Workspace

macOS/Linux

Tools

Zendesk

Slack

Notion

GitHub

Google Workspace

macOS

Linux

Job description

Ready to 'Take Control' of your career and join a legendary team? Trezor created the world’s first hardware wallet and has been setting the standard for self-custody, open source transparency, and top-tier security since 2013. We’re not just part of crypto. We helped build it. Proudly independent and Czech-based, we’re still led by our founders, who actively shape the future of digital freedom.

We’re now looking for our next Technical Support Specialist, but this isn’t your average support job. You’ll help users around the world through written conversations that actually make a difference. No phone calls. Just meaningful problem-solving that helps people protect their digital assets and gain financial security.

You’ll develop deep knowledge across the Trezor ecosystem, from hardware troubleshooting and blockchain transactions to user education, while growing into a confident, clear communicator on a fast-moving and supportive team. If you like turning complex tech into clear answers and helping people stay safe in crypto, read on.

What You’ll Do

• Continuously learn about the entire Trezor ecosystem and become confident in cryptocurrencies and digital security, staying on top of industry trends
• Begin by replying to customer inquiries through our ticketing system (Zendesk), where your clarity and calm approach turn complex blockchain problems into smooth user experiences
• Support users on a wide range of topics, from Trezor hardware wallets to the Trezor Suite application, guiding them through key tasks with empathy and precision
• Offer both pre-sales guidance and post-purchase support, ensuring every customer feels heard, supported and informed at every step
• Moderate and assist in our community forums, helping keep conversations respectful, accurate, and helpful
• Improve and maintain our knowledge base, user manuals, and other self-help content because clear documentation helps everyone
• Get involved in side projects with a startup mindset — whether it’s QA, product design, marketing, or fraud prevention, your contributions can shape our tools and culture
• Support adjacent customer support functions, including Logistics Support, during peak periods, incidents, or staffing gaps

About You

• You have previous experience in client-facing tech support or similar roles where troubleshooting complex issues was key
• You are naturally tech-savvy, enthusiastic about solving problems across various domains - especially software, hardware, and operating systems
• Resilience and empathy are your strengths, particularly when helping customers through high-stress situations or financial setbacks
• Experience with tools like Zendesk, Slack, Notion, GitHub, or Google Workspace is a huge advantage and will help you thrive in our fast-moving environment.
• Bonus points if you’re comfortable with macOS or Linux-based workflows
• You’re proactive, energetic, and bring fresh, out-of-the-box thinking.
• We value people who challenge the status quo
• Bonus points if you’ve worked in industries with high risk or fraud exposure (like fintech or crypto)

For this role, you should live near Prague and be available to join us in the office 1–2 days a week for collaboration, knowledge sharing, and staying connected.

You live and breathe crypto. This means you:

• Have a solid grasp of Proof of Work vs. Proof of Stake, hardware vs. software wallets, and the difference between CEX and DEX
• Can calmly explain how stablecoins exist across multiple blockchains
• Understand UTXOs vs. smart contract blockchains, Layer 1 vs. Layer 2, and how gas fees behave (including what causes spikes)
• Know what EVM is and its connection to Ethereum, plus the difference between BIP39 and SLIP39
• Use WalletConnect and know why it matters
• Have experience using or purchasing BTC, ETH, SOL, POL, BASE, BNB, ARB, OP, XRP, and ADACan spot a dusting attack, phishing site, or fake airdrop in seconds

Why Join Trezor

• A unique opportunity to be part of a pioneering, security-first company in the crypto industry
• Option to receive part of your compensation in bitcoin
• A budget for professional development (training programs, courses, and workshops of your choice)
• A high level of flexibility - you can choose your own balance between working from the office and working from home
• Renovated offices with a gym, massages, football table, billiards, PlayStation, 3D printer and free on-site parking
• A friendly working environment, regular company events, and fun team get-togethers
• We’re focused on impactful support, not stressing over strict KPIs
• Additional benefits such as a MultiSport card, company mobile phone tariff, yoga, fitness classes, and more

Sounds good?