Trust Wallet
fintech, payments, SaaS, or crypto
TechnicalCustomerSupport-Contractor
Neural analysis suggests this role is
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“Technical Customer Support - Contractor at Trust Wallet. Skills: Technical Customer Support, Technical Triage, Incident Response, System Awareness, User Support. 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 provid”
What You'll Achieve.
Accurately diagnose and resolve user issues with minimal escalation.; Provide high-quality, structured escalations when needed.; Contribute to faster incident detection and resolution.; Improve user experience through clear communication and proactive support.; Identify trends and help reduce recurring issues over time.
Industry & Context.
analytical and problem-solving skills; troubleshooting; technical investigation
Willingness to work flexible hours, including nights, weekends, and holidays if required., Must have the right to work for the country you are based.
What They're Looking For.
Must Have
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 levels of expertise., analytical and problem-solving skills with attention to detail., Excellent written and verbal communication skills in English (additional languages are a plus)., Ability to manage multiple priorities in a fast-paced, evolving environment., Willingness to work flexible hours, including nights, weekends, and holidays if required., ownership mindset and ability to work cross-functionally., Bilingual proficiency in English and Mandarin Chinese is required to effectively support and communicate with our Mandarin-speaking client base.
Nice to Have
Experience troubleshooting APIs, transactions, or distributed systems is a plus., Familiarity with payment systems, card networks (Visa, Mastercard, etc. ), or crypto wallets is highly desirable., Exposure to monitoring, logging, or analytics tools (e. g. , Grafana, Datadog, Kibana) is a plus., Basic understanding of system architecture (client → API → backend services)., Experience with crypto wallets, blockchain transactions, or on-chain systems., Familiarity with incident management or operational workflows., Experience working with logs, dashboards, or basic debugging tools., Interest in automation, scripting, or building small internal tools., Familiarity with AI tools and ability to leverage them for workflow improvements, automations, or internal tooling is a plus.
What You'll Do.
Provide timely and effective support to users via email and other support channels
resolving inquiries related to wallet functionality
Perform technical triage of user-reported issues
identifying whether problems originate from client applications
or external providers.
Investigate and troubleshoot issues using internal tools
and available system data.
Escalate complex or critical issues with clear
including reproduction steps
and impact assessment.
Monitor system behavior and identify anomalies such as increased error rates
or performance degradation.
Assist in incident response
including investigation
and resolution tracking.
Support post-incident reviews by documenting findings and contributing to continuous improvement efforts.
Follow defined escalation processes for high-severity issues.
Analyze logs and system signals to help identify trends
and potential issues.
Support proactive monitoring of key system metrics (latency
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.
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.
Identify recurring issues and contribute to ticket deflection and process improvement initiatives.
Maintain and improve internal documentation
Contribute to small internal tooling improvements
or workflow optimizations where applicable.
Monitor user feedback and community channels to identify early signals of potential issues or incidents.
Surface trends or emerging problems to internal teams proactively.
How You'll Work.
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.; Assist in coordinating with internal teams and external providers during service disruptions.
Communication Scope
Excellent written and verbal communication skills in English; Bilingual proficiency in English and Mandarin Chinese
Full Job Description
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 id
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