- Provide user support via email and other channels for wallet functionality, card payments, transactions, and security.
- Triage user-reported issues and identify whether they originate from client applications, APIs, backend services, or external providers.
- Investigate and troubleshoot issues using internal tools, logs, dashboards, and system data.
- Escalate complex or critical issues with reproduction steps, logs, and impact assessment.
- Monitor system behavior and key metrics for anomalies, transaction failures, and performance degradation.
- Assist with incident investigation, user communication, resolution tracking, and post-incident reviews.
- Coordinate with internal teams and external providers during service disruptions and follow up on unresolved issues.
- Support access requests, onboarding and offboarding procedures, and periodic access reviews.
- Maintain internal documentation, runbooks, and knowledge bases, and contribute to process improvements and workflow automation.
- Monitor user feedback and community channels, surfacing trends and potential issues to internal teams.
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