Technical Customer Support - Contractor

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.