---
title: 'Technical Customer Support - Contractor at Trust Wallet'
canonical: 'https://feeny.ai/job/technical-customer-support-contractor-trust-wallet-global-wkp6v1e11b6n'
type: 'job'
last_seen: '2026-10-19'
---

# Technical Customer Support - Contractor at Trust Wallet

- **Company:** Trust Wallet
- **Location:** Global
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-10-01
- **Last confirmed live:** 2026-10-19
- **Apply:** https://jobs.ashbyhq.com/trust-wallet/f7f29662-40e1-4a21-a59b-739f462c5dc2/application

**Skills:** Incident Management, Customer Support, Technical Support, Operations, API Troubleshooting, Transaction Troubleshooting, Distributed Systems, Payment Systems, Card Networks, Crypto Wallets, Monitoring Tools, Logging Tools, Analytics Tools, System Architecture, English, Blockchain Transactions, On-chain Systems, Operational Workflows, Scripting, Automation

> The Technical Customer Support Contractor provides technical triage and incident response for Trust Wallet's user base. Responsibilities include troubleshooting wallet functionality, payment systems, and backend services, monitoring system metrics, and collaborating with engineering teams to resolve issues and impro...

## Job description

## 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.

Continuous Improvement & Automation

- Identify recurring issues and contribute to ticket deflection and process improvement initiatives.
- Maintain and improve internal documentation, runbooks, and knowledge bases.
- Contribute to small internal tooling improvements, automations, or workflow optimizations where applicable.

Community & Signal Monitoring

- Monitor user feedback and community channels to identify early signals of potential issues or incidents.
- Surface trends or emerging problems to internal teams proactively.

## Qualifications

- 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 (Visa, Mastercard, etc.), or crypto wallets is highly desirable.
- Exposure to monitoring, logging, or analytics tools (e.g., Grafana, Datadog, 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 (additional languages are a plus).
- 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.

## Nice to Have

- Experience with crypto wallets, blockchain transactions, or on-chain systems.
- Familiarity with incident management or operational workflows.
- Experience working with logs, dashboards, or basic debugging tools.
- Interest in automation, scripting, or building small internal tools.
- Familiarity with AI tools and ability to leverage them for workflow improvements, automations, or internal tooling is a plus.

What Success Looks Like

- Accurately diagnose and resolve user issues with minimal escalation.
- Provide high-quality, structured escalations when needed.
- Contribute to faster incident detection and resolution.
- Improve user experience through clear communication and proactive support.
- Identify trends and help reduce recurring issues over time.

Additional Information This is a global and fully remote role. You must have the right to work for the country you are based.

Why work at Trust Wallet?

- Be a part of the world’s leading blockchain ecosystem that continues to grow.
- Excellent learning and career development opportunities.
- Work alongside diverse, world-class talent, in an environment where learning and growth opportunities are endless.
- Tackle fast-paced, challenging and unique projects.
- Work in a truly global organization, with international teams and a flat organizational structure.
- Work fully remotely with flexible working hours.
- Enjoy competitive salary and benefits.

Apply today to join our team in building the world’s most trusted and secure crypto wallet and enable a decentralized future for everyone. Trust Wallet is committed to being an equal opportunity employer. We believe that having a diverse workforce is fundamental to our success.

*Due to the large amount of the applications, please consider your application as unsuccessful should you not be contacted within 4 weeks from your application date.

## About Trust Wallet

## Company Overview
- **One-liner**: Trust Wallet is a self-custody, multi-chain crypto wallet and Web3 gateway that enables millions of users to securely store, manage, swap, stake, and access dApps across 100+ blockchains.
- **Entity Type**: Private (acquired by Binance in 2018)
- **Headquarters**: Dubai, United Arab Emirates
- **Founded**: 2017
- **Founders**: Not publicly disclosed (CEO: Felix Fan)

## Core Business
- **Primary industry**: Cryptocurrency / Web3 infrastructure (self-custody wallet and decentralized application platform)
- **Target customers**: B2C (individuals from beginners to experienced users) and B2B developers (building dApps and wallets on the platform)
- **Mission or purpose statement**: “To give everyone the freedom to truly own, by building the foundations for the future of the free web.” Also: “To become the most trusted hub for Web3 experiences.”

## Products & Services
- **Trust Wallet (Mobile & Desktop)**: A self-custody wallet app for iOS and Android (and a desktop version) that supports 10M+ digital assets (crypto, NFTs) across 100+ blockchains. Features include buy/sell/swap, staking for rewards, an in-app dApp browser, encrypted cloud backup, and proactive security alerts for risky transactions. Rated 4.7 on the App Store and 4.6 on Google Play with 2.7M reviews.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed
- **Key Metric**: Annual revenue estimated at $10 M (source: LinkedIn); total funding not applicable since acquisition; acquired by Binance on 2018-07-31 (amount undisclosed)
- **Notable Investors/Partners**: Binance (parent company)
- **Growth Signals**:
  - Trusted by 200M+ users
  - Headcount of 139 employees (+16.6% year-over-year)
  - Operates in 47 countries
  - Supports 100+ blockchains and 600M+ NFTs
  - ISO certified and independently audited
  - High ratings (4.7/4.6) across 2.7M reviews

## Competitive Advantages
- **Self-custody model**: Users control their private keys and secret phrases; Trust Wallet cannot access funds.
- **Multi-chain breadth**: 100+ blockchains and 10M+ assets in a single interface.
- **Privacy-first**: No personal tracking (no IP address or balance tracking).
- **Security focus**: Proactive risk alerts, encryption, and independent audits.
- **Large, active user base**: 200M+ users create a strong network effect for dApp developers.
- **Backing of Binance**: Provides resources, liquidity, and ecosystem integration.

## Strategic Focus
- Building a seamless Web3 hub that acts as a personal companion for navigating the on-chain economy and emerging AI landscape.
- Expanding the open ecosystem to bring more people safely on-chain.
- Continuing to prioritize user obsession, trust, and decentralization.

## Why Work Here
- **Work culture**: Remote-first with a global team spanning 19 time zones; flat structure without traditional hierarchies; fully agile and collaborative.
- **Values**: User-obsessed, humble, integrity, open, ownership, and execution-oriented.
- **Perks**: Competitive compensation, paid time off, employee wellbeing schemes, learning & development programs, and career advancement opportunities.
- **Engineering environment**: Teams tackle cutting-edge challenges in crypto, building high-performance, user-friendly decentralized experiences.
- **Inclusive and diverse**: The team values diverse backgrounds and emphasizes a growth mindset.

## Sources
1. [trustwallet.com](https://trustwallet.com/about-us) – About Us
2. [trustwallet.com](https://trustwallet.com/careers) – Careers page
3. [trustwallet.com](https://trustwallet.com/) – Homepage (product details, ratings)
4. [linkedin.com](https://www.linkedin.com/company/trustwallet) – LinkedIn company profile (headcount, revenue estimate, acquisition)
5. [jobs.ashbyhq.com](https://jobs.ashbyhq.com/trust-wallet) – Engineering talent network

## Other roles at Trust Wallet

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- [Customer Support Lead](https://feeny.ai/job/customer-support-lead-trust-wallet-global-ssgazpa7n7g5) — Global
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