Technical Customer Support

About Trust Wallet: Trust Wallet is the world’s leading non-custodial cryptocurrency wallet ecosystem, trusted by over 200 million people globally to securely manage, transact, and grow their digital assets. Our vision is to give individuals absolute freedom to own their digital assets, confidently participate in the on-chain economy, and access unique decentralized spaces. Supporting more than 10 million distinct cryptographic assets across 100+ separate blockchains, Trust Wallet delivers a seamless multi-chain software user experience backed by industry-leading self-custody technology, a vibrant global community, and a growing network of strategic integration partners.

Position Overview

We are seeking a highly autonomous, systems-fluent, and technically curious Technical Customer Support - Contractor (6-month initial term) to join our global Operations vertical under a permanent, full-time remote configuration. In this high-leverage technical customer support seat, you will go far beyond traditional ticket triage by combining frontline user-facing communication with backend data analysis, API tracking, and runtime monitoring. Shifting completely away from routine non-regulated administrative data entry, generic support scripts, or simple passive account helpdesk logging, you will operate an active multi-chain transaction validation, distributed system telemetry analysis, and incident response laboratory. Partnering close-knit beside core Engineering, Product, and Operations cells, you will take absolute ownership over investigating technical anomalies before they disrupt user wallets. This position requires a customer experience specialist with 2–4 years of technology support history who handles Web3 architectures fluidly natively using Technical Support, Customer Support, and Web3 primitives, translates ambiguous user issues into context-rich bug reports, and operates reliably across flexible schedules aligned with LATAM and North American time zones.

Key Responsibilities

• Technical Triage & Incident Governance: Analyze, isolate, and resolve complex user-reported issues regarding wallet operations, card networks, and transaction execution loops natively utilizing Technical Support standards.
• Backend System Diagnostics: Investigate and parse telemetry metrics across client-side apps, API connections, and backend services to determine error origins via internal logging databases and observability dashboards (such as Grafana, Datadog, or Kibana).
• Structured Escalation Management: Document and escalate highly technical or critical system glitches to Engineering cells, providing crisp, scannable reproduction steps, raw logs, and impact assessment matrices natively deploying Customer Support protocols.
• Proactive Telemetry Monitoring: Track real-time system signals, observing anomaly patterns like latency spikes, elevated error rates, or processing degradation to catch early operational disruptions.
• Incident Response Orchestration: Assist in cross-functional incident mitigation tracks, delivering clear, structured status updates to users and coordinating with external payment providers during infrastructure failures.
• Web3 Compliance Integration: Verify on-chain ledger records, smart contract parameters, and multi-chain wallet variables to troubleshoot self-custody transaction failures natively leveraging Web3 concepts.
• Knowledge Base Engineering: Formulate, audit, and systematically improve internal documentation, runbooks, and ticket deflection frameworks to enable both human teams and AI tools to reliably surface the right solutions.
• Community Signal Tracking: Monitor user community groups, social nodes, and localized feedback loops to capture early warning indicators of potential system disruptions or emerging product defects.

Required Skills & Qualifications

• A minimum of 2–4 years of proven, successful professional technology experience operating within customer support, technical support, solutions engineering, or closely matching tech-driven application support capacity inside the FinTech, card payments, high-volume SaaS, or crypto sectors.
• Expert Root-Cause Diagnostics Command: Demonstrated practical literacy digging directly into internal logs, distributed systems, API routing layers, or cryptographic payment records.
• Strong problem-solving and analytical instincts with absolute comfort evaluating complex user-facing system architectures (client → API → backend services).
• Outstanding written, verbal, and textual presentation communication strengths in English, with a proven ability to explain abstract technical blockchain limitations cleanly to users with varying expertise.
• Shift & Time Zone Context: Absolute capacity and willingness to work flexible hours (including nights, weekends, and holidays if required) under a schedule optimized to support customers in LATAM and North America time zones.
• Location Context: Position operates under 100% remote global guidelines, open to qualified technical customer support specialists authorized to operate within their respective residential country.

Preferred Strategic Indicators (Nice to Have)

• Prior platform or support experience directly navigating crypto wallets, blockchain transactions, automated smart contracts, or on-chain transaction systems.
• Direct operational familiarity manipulating automation scripts or utilizing advanced AI workflows to accelerate ticket handling or optimize internal tooling.

What We Offer

• Top-Tier Global Web3 Operations Remuneration Matrix: A highly competitive annual target cash contract salary package calibrated precisely to your individual systems pedigree and closing velocity, backed by the world’s leading blockchain ecosystem.
• 100% remote workspace infrastructure freedom anywhere globally with flexible working hours, freeing your calendar from physical office commute blockages.
• Front-Row Web3 Architecture Footprint: Elite professional landmarks built by single-handedly blueprinting the customer support models, incident response playbooks, and technical triage frameworks protecting millions of non-custodial wallet users.
• Access to an outstanding, flat-structured international tech culture with endless learning resources, world-class talent connections, and challenging projects designed to support uncompromised long-term professional mastery.