A proactive and technically curious Technical Customer Support Specialist is needed to combine user-facing communication with technical investigation, system awareness, and operational ownership. You will identify, troubleshoot, and resolve issues across wallet functionality, payment systems, and backend services while contributing to incident response, monitoring, and operational improvements.

• Job Location: Remote (Global)
• Salary: Competitive (not specified)
• Employment Type: Full time
• Benefits: Excellent learning and career development opportunities, flexible working hours, work alongside world-class talent in a truly global organization with a flat structure, competitive salary and benefits
• Application Deadline: Not stated (posted April 10th, 2026)

Trust Wallet is the leading non-custodial cryptocurrency wallet, trusted by over 200 million people worldwide to securely manage and grow their digital assets. The company supports over 10 million assets across 100+ blockchains, offering a seamless multi-chain experience backed by industry-leading self-custody technology, a vibrant community, and a growing ecosystem of partners.

• Provide timely and effective support to users via email and other 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
• 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
• Analyze logs and system signals to help identify trends, anomalies, and potential issues
• Assist with access-related requests and follow established procedures for onboarding and offboarding activities
• Work closely with engineering, product, and operations teams to resolve issues and improve system performance
• Identify recurring issues and contribute to ticket deflection and process improvement initiatives
• Monitor user feedback and community channels to identify early signals of potential issues or incidents

• 2 to 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 with varying levels of expertise
• Experience troubleshooting APIs, transactions, or distributed systems is a strong plus
• Familiarity with payment systems, card networks (Visa, Mastercard), 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 to API to backend services)
• Strong 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
• Strong ownership mindset and ability to work cross-functionally
• Must have the right to work for the country you are based in

How to Apply
Interested and qualified? Apply here

Why this job might be a good fit
This role is ideal for a technically curious customer support professional with 2 to 4 years of experience in fintech, payments, SaaS, or crypto who wants to work remotely for a leading blockchain ecosystem while troubleshooting complex technical issues and contributing to operational improvements.

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