The Opportunity
We are looking for a proactive and technically curious Technical Customer Support Contractor (6 months) 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.
Bilingual proficiency in English and Mandarin Chinese is required to effectively support and communicate with our Mandarin-speaking client base.
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.
Additional Information
This is a global and fully remote role. You must have the right to work for the country you are based.