trust-wallet - Technical Customer Support Specialist
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT
Requirements
• 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. • Experience with crypto wallets, blockchain transactions, or on-chain systems. • Familiarity with incident management or operational workflows. • Experience working with logs, dashboards, or basic debugging tools. • Interest in automation, scripting, or building small internal tools. • Familiarity with AI tools and ability to leverage them for workflow improvements, automations, or internal tooling is a plus. • WHAT SUCCESS LOOKS LIKE • Accurately diagnose and resolve user issues with minimal escalation. • Provide high-quality, structured escalations when needed. • Contribute to faster incident detection and resolution. • Improve user experience through clear communication and proactive support. • Identify trends and help reduce recurring issues over time.
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. • Monitor user feedback and community channels to identify early signals of potential issues or incidents. • Surface trends or emerging problems to internal teams proactively.
Benefits
• Be a part of the world’s leading blockchain ecosystem that continues to grow. • Excellent learning and career development opportunities. • Work alongside diverse, world-class talent, in an environment where learning and growth opportunities are endless. • Tackle fast-paced, challenging and unique projects. • Work in a truly global organization, with international teams and a flat organizational structure. • Work fully remotely with flexible working hours. • Enjoy competitive salary and benefits.
No credit card. Takes 10 seconds.