Technical Customer Support Specialist
New
T
Trust WalletFintech, Cryptocurrency
This is a global and fully remote role., Willingness to work flexible hours, including nights, weekends, and holidays if required.Full-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Excellent written and verbal communication skills in English
- Experience
- 2–4 years of experience in customer support, technical support, or operations
- Required Skills
- KibanaGrafanaSaaSDatadogTechnical support
Requirements
- 2–4 years of experience in customer support, technical support, or operations in fintech, payments, SaaS, or crypto.
- Ability to understand and explain technical concepts to users with varying expertise.
- Strong analytical and problem-solving skills with attention to detail.
- Excellent written and verbal communication skills in English.
- Basic understanding of system architecture (client, API, backend services).
- Ability to manage multiple priorities in a fast-paced environment.
- Willingness to work flexible hours, including nights, weekends, and holidays.
- Strong ownership mindset and ability to work cross-functionally.
- Experience troubleshooting APIs, transactions, or distributed systems is a plus.
- Familiarity with payment systems, card networks, or crypto wallets is highly desirable.
- Exposure to monitoring, logging, or analytics tools (e.g., Grafana, Datadog, Kibana) is preferred.
Responsibilities
- Provide timely support to users via email and other channels regarding wallet functionality, payments, and security.
- Perform technical triage to isolate issues across client applications, APIs, backend services, or providers.
- Investigate issues using logs, dashboards, and internal system data.
- Monitor system behavior for anomalies and assist in incident response.
- Escalate complex issues with structured documentation, reproduction steps, and impact assessments.
- Collaborate with engineering, product, and operations teams to resolve system performance issues.
- Contribute to ticket deflection, process improvement, and documentation of runbooks and knowledge bases.
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