Technical Customer Support - Contractor

Role overview A six-month contractor role supporting users of a non-custodial cryptocurrency wallet used by hundreds of millions of people across more than 100 blockchains. The position goes beyond traditional customer support by combining user-facing communication with technical investigation, system monitoring, and incident response.

Responsibilities - Respond to user inquiries via email and other support channels on wallet functionality, card payments, transactions, and security. - Perform technical triage to determine whether issues originate from client apps, APIs, backend services, or external providers. - Investigate problems using internal tools, logs, and dashboards, and escalate with structured reproduction steps and impact details. - Monitor system behavior for anomalies such as elevated error rates, transaction failures, or performance degradation. - Assist in incident response, including investigation, user communication, and post-incident documentation. - Maintain and improve internal runbooks, knowledge bases, and small automation or tooling improvements. - Collaborate with engineering, product, and operations teams during incidents and ongoing issues.

Requirements - 2-4 years of experience in customer support, technical support, or operations within fintech, payments, SaaS, or crypto. - Ability to explain technical concepts to users with widely varying levels of expertise. - Basic understanding of system architecture across client, API, and backend services. - Strong written and verbal English communication skills. - Analytical problem-solving skills with strong attention to detail. - Willingness to work flexible hours including nights, weekends, and holidays, with a schedule supporting LATAM and North America time zones.

Nice to have - Experience with crypto wallets, blockchain transactions, or on-chain systems. - Familiarity with monitoring tools such as Grafana, Datadog, or Kibana. - Comfort using AI tools to streamline support workflows or internal tooling. - Interest in scripting or building small internal automations.

Benefits and work setup - Fully remote contractor role with flexible working hours. - Must have the legal right to work in the country of residence. - Six-month initial engagement aligned to global LATAM and North America user coverage.