Technical Customer Support – Contractor

Role Overview

• 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.
• Open to a schedule that supports customers in LATAM and North America time zones.

Tech Stack

• Distributed Systems
• Grafana

Benefits

• 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.