About
Trust Wallet is a leading non-custodial cryptocurrency wallet trusted by millions of users globally. The platform enables individuals to securely manage digital assets and participate in the decentralized economy, offering innovative tools and a user-focused experience.
Job Description
This role combines customer support with technical troubleshooting. You will assist users, investigate system issues, and collaborate with internal teams to ensure seamless wallet functionality and user experience.
Key Responsibilities
Customer Support & Troubleshooting
- Respond to user inquiries via email and support channels
- Diagnose issues related to wallet functionality, payments, and transactions
- Perform technical analysis using logs and system tools
- Escalate complex issues with detailed documentation
Monitoring & Incident Management
- Monitor system performance and identify anomalies
- Support incident investigations and resolution tracking
- Participate in post-incident reviews and improvements
Operations & Analysis
- Analyze logs and system metrics to detect trends
- Support monitoring of key performance indicators
- Coordinate with internal teams during service disruptions
Collaboration & Improvement
- Work with engineering and product teams to resolve issues
- Improve internal documentation and workflows
- Identify recurring issues and suggest automation solutions
Qualifications & Requirements
- 2–4 years experience in customer support, technical support, or operations (fintech, SaaS, or crypto preferred)
- Strong ability to explain technical concepts clearly
- Experience troubleshooting APIs or backend systems is an advantage
- Familiarity with payment systems or crypto wallets is a plus
- Knowledge of monitoring tools (e.g., Grafana, Datadog) is beneficial
- Strong analytical and problem-solving skills
- Excellent written and verbal communication skills (English)
- Ability to work in a fast-paced, remote environment
How to Apply
Interested applicants should apply by clicking the APPLY NOW button