Trezor Expert

📋 Description

• • Be the human face of Trezor’s world-class security. You will run 1-on-1 live video onboarding sessions that turn nervous first-time users into confident self-custodians. Every call is a chance to demystify seed phrases, PINs, passphrase logic, and firmware updates while guiding customers through their first transaction.
• • Own the end-to-end customer journey. After each video session you will follow up by email, create concise internal notes, and open or close Zendesk tickets so nothing falls through the cracks. Your documentation becomes the blueprint that product, marketing, and operations teams use to refine hardware, software, and educational content.
• • Become a security evangelist. You will translate complex cryptographic concepts into plain language, run impromptu threat-modeling exercises, and teach users how to spot phishing, verify device authenticity, and back up their wallets safely. Your calm, reassuring tone turns panic into empowerment.
• • Troubleshoot like a detective. When tickets arrive describing “bricked” devices, forgotten passphrases, or failed firmware upgrades, you will reproduce the issue, isolate variables, and walk customers through step-by-step fixes. If escalation is required, you will hand off a crystal-clear brief to the firmware or logistics team.
• • Shape the future of Trezor. Weekly voice-of-customer reports you compile—complete with pain points, feature requests, and satisfaction scores—feed directly into sprint planning. You will beta-test new Suite releases, flag UX friction early, and celebrate when your suggestions ship.
• • Master an ever-evolving stack. You will become fluent in Trezor Suite, Trezor Connect, Bitcoin Core RPC, and emerging chains such as Taproot, Lightning, and CoinJoin workflows. Internal “show-and-tell” sessions keep the entire support crew at the cutting edge.
• • Work a rotating shift pattern that keeps global users covered. Morning, evening, and weekend slots are scheduled fairly and in advance so you can plan life around work—not the other way around. Remote-friendly tools (Zoom, Slack, Notion, Zendesk) keep the team tight-knit across Prague and beyond.
• • Champion diversity and inclusion. You will interact with users from 150+ countries, many of whom are unbanked or living under capital controls. Cultural sensitivity and patience are as important as technical accuracy.
• • Celebrate wins together. When a customer finally signs their first PSBT or sets up Shamir backup flawlessly, you will share the victory gif in #wins and maybe ring the office gong. Small rituals keep morale sky-high.
• • Grow beyond support. High performers can cross-train into product education, content creation, or even firmware QA. SatoshiLabs funds courses, conferences, and hardware tinkering so your career trajectory is limited only by curiosity.