Technical Customer Support – Contractor

Job not on LinkedIn

🕒 June 29

🇦🇪 United Arab Emirates (UAE) – Remote

⏳ Contract/Temporary

🟢 Junior

🟡 Mid-level

💻 IT Support

🚫👨‍🎓 No degree required

👻 Ghost score 44%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Trust Wallet

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

₿ Crypto

🌐 Web 3

Crypto • Web 3

Trust Wallet is the world's leading self-custody wallet trusted by over 150+ million users. It provides an easy-to-use platform for people who want to fully own, control, and leverage the power of their digital assets. From beginners to experienced users, Trust Wallet makes it easier, safer, and more convenient for millions to experience Web3, store and manage their crypto and NFTs, buy, sell, stake crypto for rewards, and access dApps securely—all in one place. With support for over 10 million digital assets across 100+ blockchains, Trust Wallet is a true multi-chain wallet.

📋 Description

• Provide timely and effective support to users via email and other support channels • Resolve inquiries related to wallet functionality, card payments, transactions, and security • Perform technical triage of user-reported issues across client applications, APIs, backend services, and external providers • Investigate and troubleshoot issues using internal tools, logs, dashboards, and system data • Escalate complex or critical issues with reproduction steps, logs, and impact assessment • Monitor system behavior for increased error rates, transaction failures, and performance degradation • Assist with incident response, user communication, and resolution tracking • Support post-incident reviews and continuous improvement efforts • Analyze logs and system signals to identify trends, anomalies, and potential issues • Monitor key metrics including latency, error rates, and transaction success rates • Coordinate with internal teams and external providers during service disruptions • Track unresolved issues to ensure timely resolution • Assist with access requests, onboarding and offboarding procedures, and periodic access reviews • Collaborate with engineering, product, and operations teams to resolve issues and improve system performance • Act as a bridge between users and internal teams during incidents and ongoing issues • Contribute to ticket deflection, process improvement, internal documentation, runbooks, knowledge bases, tooling, automations, and workflow optimizations • Monitor user feedback and community channels for early signals of issues or incidents • Surface trends and emerging problems proactively • Accurately diagnose and resolve user issues with minimal escalation • Contribute to faster incident detection and resolution

🎯 Requirements

• 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 • Experience troubleshooting APIs, transactions, or distributed systems is a strong plus • Familiarity with payment systems, card networks such as Visa and Mastercard, or crypto wallets is highly desirable • Exposure to monitoring, logging, or analytics tools such as Grafana, Datadog, or Kibana is a plus • 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 is a nice to have • Familiarity with incident management or operational workflows is a nice to have • Experience working with logs, dashboards, or basic debugging tools is a nice to have • Interest in automation, scripting, or building small internal tools is a nice to have • Familiarity with AI tools and ability to leverage them for workflow improvements, automations, or internal tooling is a plus • Must have the right to work for the country where based

🏖️ Benefits

• Excellent learning and career development opportunities • Work alongside diverse, world-class talent • Work in a truly global organization with international teams and a flat organizational structure • Fully remote work with flexible working hours • Competitive salary and benefits