Technical Customer Support Specialist

THE OPPORTUNITY

We are looking for a proactive and technically curious Technical Customer Support Specialist 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.

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.