Technical Customer Support - Contractor

About the company

Trust Wallet is the secure, self-custody Web3 wallet that empowers people to own and control their digital assets. Whether you're new to crypto or an experienced user, Trust Wallet makes it easier, safer, and more convenient to explore Web3, securely access dApps, manage your crypto, and buy and sell digital assets, all in one place.

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 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.

- Follow defined escalation processes for high-severity issues.

OPERATIONS & SYSTEM AWARENESS

- Analyze logs and system signals to help identify trends, anomalies, and potential issues.

- Support proactive monitoring of key system metrics (latency, error rates, 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.

ACCESS & PROCESS SUPPORT

- 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.

CROSS-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.