Technical Customer Support Contractor
New
T
Trust WalletCryptocurrency wallet
Remote - Global; This is a global and fully remote role., Schedule that supports customers in LATAM and North America time zones; flexible hours, including nights, weekends, and holidays if required.ContractMiddle
Salary not disclosed
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Job Details
- Languages
- Excellent written and verbal communication skills in English (additional languages are a plus).
- Experience
- 2–4 years of experience in customer support, technical support, or operations in fintech, payments, SaaS, or crypto.
- Required Skills
- KibanaGrafanaDatadog
Requirements
- Have 2–4 years of experience in customer support, technical support, or operations in fintech, payments, SaaS, or crypto.
- Be able to understand and explain technical concepts to users with varying levels of expertise.
- Bring strong analytical and problem-solving skills and attention to detail.
- Have excellent written and verbal communication skills in English.
- Be able to manage multiple priorities in a fast-paced, evolving environment.
- Be willing to work flexible hours, including nights, weekends, and holidays if required.
- Be open to a schedule that supports customers in LATAM and North America time zones.
- Experience troubleshooting APIs, transactions, or distributed systems is a strong plus.
- Familiarity with payment systems, card networks, or crypto wallets is highly desirable.
- Exposure to monitoring, logging, or analytics tools such as Grafana, Datadog, or Kibana is a plus.
- Have a basic understanding of system architecture from client to API to backend services.
Responsibilities
- 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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