Technical Customer Support Specialist

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 Specialist 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 behav...