Job Overview
Location
Remote - Global
Job Type
Full-time
Category
Customer Support
Date Posted
May 21, 2026
Full Job Description
đź“‹ Description
- • Provide timely and effective technical customer support to global users via email and other channels, resolving issues related to wallet functionality, card payments, transactions, and security.
- • Perform technical triage of user-reported problems to determine root causes originating from client applications, APIs, backend services, or external providers.
- • Investigate and troubleshoot issues using internal tools, system logs, dashboards, and available operational data to identify anomalies and patterns.
- • Escalate complex or high-severity incidents with clear documentation, including reproduction steps, logs, error codes, and impact assessment to engineering and operations teams.
- • Monitor system health metrics such as latency, error rates, and transaction success rates to detect performance degradation or service disruptions.
- • Assist in incident response by participating in investigation, user communication, and resolution tracking for critical outages or anomalies.
- • Contribute to post-incident reviews by documenting findings and recommending process improvements to prevent recurrence.
- • Follow defined escalation protocols for critical issues and ensure timely handoff to relevant internal teams.
- • Analyze logs and system signals to identify emerging trends, recurring bugs, or potential system weaknesses before they impact users.
- • Support access management processes, including onboarding and offboarding requests, and participate in periodic access reviews to maintain secure operational practices.
- • Collaborate cross-functionally with engineering, product, and operations teams to resolve technical issues and improve system reliability.
- • Provide structured, actionable inputs—such as user impact summaries, reproduction cases, and log excerpts—to accelerate debugging and resolution cycles.
- • Act as a bridge between users and internal teams during incidents, ensuring clear, accurate, and timely communication.
- • Identify recurring support tickets and contribute to initiatives that reduce ticket volume through improved documentation, knowledge base updates, or automated responses.
- • Maintain and enhance internal runbooks, troubleshooting guides, and knowledge base articles to improve team efficiency and consistency.
- • Contribute to small automation or workflow optimization projects using scripting or internal tooling where applicable.
- • Monitor community channels and user feedback platforms to surface early warnings of potential system issues or widespread user concerns.
- • Proactively report emerging trends or anomalies observed in user behavior or system performance to internal stakeholders.
- • Deliver clear, empathetic, and technically accurate communication to users with varying levels of technical expertise, always in English.
- • Work flexible hours, including nights, weekends, and holidays, as required to support global user bases and incident response needs.
- • Maintain strict adherence to security protocols and operational procedures in handling sensitive user data and system access requests.
- • Support Mandarin-speaking users by communicating fluently and accurately in Mandarin Chinese, ensuring culturally appropriate and precise assistance.
🎯 Requirements
- • 2–4 years of experience in customer support, technical support, or operations in fintech, payments, SaaS, or crypto
- • Bilingual proficiency in English and Mandarin Chinese
- • Strong ability to understand and explain technical concepts to users with varying levels of expertise
- • Experience troubleshooting APIs, transactions, or distributed systems
- • Familiarity with payment systems, card networks (Visa, Mastercard, etc.), or crypto wallets
- • Ability to work flexible hours, including nights, weekends, and holidays
🏖️ Benefits
- • Work fully remotely with flexible working hours
- • Be 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 a flat organizational structure
Skills & Technologies
Go
Grafana
Datadog
Remote
Degree Required
About TW LLC
TW LLC develops Trust Wallet, an open-source, multi-cryptocurrency mobile wallet that stores private keys locally on iOS and Android devices. The application supports Bitcoin, Ethereum, Binance Smart Chain and over 70 other blockchains, enabling users to send, receive, swap and stake digital assets. It integrates a Web3 browser for decentralized applications and NFT management without custody of user funds. Founded in 2017, the company was acquired by Binance in 2018 and continues to operate as an independent entity while maintaining open-source development and community governance.
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