Technical Customer Support Specialist (Web3)

TL;DR

Technical Customer Support Specialist (Web3): Provide technical support, triage, and resolve user issues across wallet functionality, payments, transactions, and backend services with an accent on troubleshooting, monitoring, and incident response. Focus on analyzing logs and system metrics, collaborating with engineering teams, and contributing to operational improvements and process automation.

Location: Global fully remote. You must have the right to work in the country you are based. Willingness to work flexible hours, including nights, weekends, and holidays if required.

Company

Leading non-custodial cryptocurrency wallet trusted by over 200 million users worldwide, supporting 10 million assets across 100+ blockchains.

What you will do

• Provide timely support via email and channels, resolving issues related to wallet, payments, transactions, and security.
• Perform technical triage, investigate using tools, logs, and dashboards, and escalate with structured context.
• Monitor systems for anomalies, assist in incident response, and support post-incident reviews.
• Analyze trends, coordinate with teams during disruptions, and track unresolved issues.
• Collaborate with engineering, product, and operations teams to accelerate resolutions.
• Contribute to documentation, automations, ticket deflection, and community signal monitoring.

Requirements

• Excellent written and verbal English communication skills.
• 2–4 years in customer/technical support or operations in fintech, payments, SaaS, or crypto.
• Strong technical understanding to explain concepts and troubleshoot APIs, transactions, or systems.
• Analytical skills, attention to detail, and ability to manage priorities in fast-paced environment.
• Flexible hours including nights, weekends, holidays if required.
• Ownership mindset and cross-functional collaboration.

Nice to have

• Experience with crypto wallets, blockchain, payment systems, or monitoring tools (Grafana, Datadog, Kibana).
• Incident management, logs/debugging, automation/scripting, or AI tools.

Culture & Benefits

• Fully remote with flexible hours in a global, flat organization.
• Work with diverse, world-class talent on challenging Web3 projects.
• Endless learning, career growth, and competitive salary/benefits.