Technical Customer Support – Contractor

Trust Wallet

Technical Customer Support Contractor for Trust Wallet, a leading non-custodial cryptocurrency wallet. Providing user support and troubleshooting issues across wallet functionality and payment systems.

Posted 5/19/2026full-timeRemote • 🌎 Anywhere in the WorldJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

Distributed SystemsGrafana

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.
Bilingual proficiency in English and Mandarin Chinese is required to effectively support and communicate with our Mandarin-speaking client base.

Benefits

Comp & perks

Excellent learning and career development opportunities
Work alongside diverse, world-class talent
Tackle fast-paced, challenging and unique projects
Work fully remotely with flexible working hours

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingAPIsystem architecturemonitoringlogginganalyticsincident responsetechnical triageproblem-solvingdocumentation

Soft Skills

analytical skillscommunication skillsattention to detailownership mindsetability to manage prioritiescross-functional collaborationuser supportflexibilitycustomer serviceteam coordination