Technical Customer Support - Contractor

Global · 2-4 years experience · Full-time · Remote · Posted Oct 1, 2026

At a glance

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.

Trust Wallet is seeking a proactive and technically curious Technical Customer Support Contractor for a 6-month engagement.
This role combines user-facing communication with technical investigation, system awareness, and operational ownership to ensure a smooth user experience.
You will troubleshoot issues across wallet functionality, payment systems, and backend services while contributing to incident response and operational improvements.

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.
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.
Work closely with engineering, product, and operations teams to resolve issues and improve system performance.
Maintain and improve internal documentation, runbooks, and knowledge bases.

2–4 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.
Basic understanding of system architecture (client → API → backend services).
Strong analytical and problem-solving skills with attention to detail.
Excellent written and verbal communication skills in English.
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.
Open to a schedule that supports customers in LATAM and North America time zones.

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.