Technical Customer Support (Web3)

TL;DR

Technical Customer Support (Web3): Providing technical triage and user support for a non-custodial crypto wallet with an accent on API troubleshooting, payment systems, and incident response. Focus on resolving complex technical issues across client applications and backend services, monitoring system health, and improving operational workflows.

Location: Global Remote

Company

hirify.global is the leading non-custodial cryptocurrency wallet, trusted by over 200 million people worldwide to securely manage digital assets.

What you will do

• Provide technical support via email, resolving issues with wallet functionality, card payments, and security.
• Perform technical triage of user-reported issues across client apps, APIs, and backend services.
• Investigate and troubleshoot system behavior using logs, dashboards, and internal tools.
• Collaborate with engineering and product teams to accelerate debugging and improve system performance.
• Monitor system metrics and assist in incident response and post-incident reviews.
• Maintain internal documentation, runbooks, and contribute to workflow automation.

Requirements

• 2–4 years of experience in technical support or operations within fintech, payments, SaaS, or crypto.
• Bilingual proficiency in English and Mandarin Chinese is required.
• Experience troubleshooting APIs, transactions, or distributed systems.
• Familiarity with payment systems (Visa, Mastercard) or crypto wallets.
• Basic understanding of system architecture (client → API → backend).
• Must have the right to work for the country you are based.

Nice to have

• Exposure to monitoring and logging tools such as Grafana, Datadog, or Kibana.
• Experience with blockchain transactions and on-chain systems.
• Interest in automation, scripting, or leveraging AI tools for workflow improvements.

Culture & Benefits

• Fully remote work with flexible working hours.
• Opportunity to work in a truly global organization with a flat structure.
• Collaborate with world-class talent in the leading blockchain ecosystem.
• Competitive salary and benefits.
• Endless learning and career development opportunities.