Technical Customer Support Specialist

TW LLC

Job Overview

Location

Remote - Global

Job Type

Full-time

Full Job Description

📋 Description

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

🎯 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 (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.

🏖️ Benefits

• 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.

Skills & Technologies

Grafana

Datadog

Remote

Degree Required

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TW LLC

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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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