Trust Wallet

• 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.

• Identify, initiate, and close strategic partnerships with projects building within the ecosystem partner networks • Serve as the primary relationship owner between Trust Wallet and key ecosystem partner stakeholders, including DeFi projects, DeFi protocols, and network validators • Collaborate with internal product and marketing teams to co-develop ecosystem campaigns, co-marketing initiatives, and joint GTM strategies • Represent Trust Wallet at ecosystem partner-affiliated events • Build and maintain deep relationships with ecosystem partner companies to drive Trust Wallet integrations and adoption • Proactively identify integration opportunities across the ecosystem partner investment portfolio • Track partner companies roadmaps and surface early-stage partnership opportunities before they go to market • Develop and execute BD strategies targeting assigned regional crypto communities • Build relationships with KOLs, community leaders, media outlets, and regional exchanges • Identify and onboard DeFi protocols, projects, and Web3 communities onto Trust Wallet • Coordinate with marketing on social media to support BD pipeline

Role Description We're hiring a Manual QE Contractor to strengthen our release cycle across Trust Wallet's mobile apps (iOS + Android). You'll work alongside our QE team on: - Executing regression test cycles on iOS and Android release candidates across our supported device matrix. - Filing high-quality bug reports with clear reproduction steps, environment details, logs, and severity rationale. - Performing exploratory testing on new features and flows, surfacing edge cases the automated suite misses. - Triage incoming bugs from internal dogfooding, production reports, and user feedback channels. - Coordinating with developers and release managers during RC cycles — confirming fixes, verifying blockers, unblocking release gates. - Maintaining and extending manual test documentation (checklists, test cases, regression matrices) in our test management tools. - Supporting release-day validation including smoke tests on production builds and post-release monitoring. This is a contract engagement (initial 3–6 months, extendable based on fit and needs), remote, with working-hours overlap with CET expected. Qualifications - 3–5 years hands-on manual QE experience on both iOS and Android mobile apps. - Strong track record with structured bug reporting — reproduction rates, device/OS matrices, logs, severity. - Experience owning or supporting full regression cycles on a scheduled release cadence. - Solid exploratory testing skills — session-based, risk-prioritized, documented. - Familiarity with test management and bug tracking tools (TestRail, Xray, Zephyr, Jira, Shortcut, or Notion). - Experience with real-device testing via BrowserStack, Sauce Labs, or similar services. - Excellent written English and async communication — contractors operate across timezones with written handoffs. - Working-hours overlap with CET business hours (at least 4 hours daily). Requirements - Prior experience testing crypto wallets, DeFi, or fintech applications (or sensitive financial/user-data products). - Familiarity with browser extension testing (Chrome, Firefox, Brave). - Comfort with basic log/network inspection tools (Charles Proxy, Xcode Instruments, Android Studio Logcat). - Exposure to release management workflows and RC-gating processes. - Understanding of test pyramid concepts and where manual testing fits alongside automation. Benefits - Be a part of the world’s leading blockchain ecosystem that continues to grow. - 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.

• Own the brand creative vision and visual identity system • Lead and mentor the brand design team (currently 2 designers) • Drive major creative projects including campaigns, brand refreshes, and new product launches • Establish and maintain brand guidelines and creative standards • Partner with marketing on go-to-market creative • Present creative work and strategy to senior leadership • Manage external agencies and freelancers when needed

• Define and execute the product roadmap across stablecoin payments, fiat on/off ramp, merchant payment gateway, card-issuing partnership and cross-border payments • Navigate and translate global regulatory requirements into clear, actionable product decisions — ensuring compliance without sacrificing user experience • Partner with legal and compliance teams to anticipate regulatory shifts across key jurisdictions and build ahead of them • Work directly with merchants and payment partners to understand integration needs, pain points, and opportunities — translating them into product requirements • Drive alignment across engineering, operations, and business development on roadmap priorities and go-to-market timeline, market readiness, and revenue delivery plans • Own the end-to-end lifecycle of payment products — from discovery and scoping through launch, iteration, and scaling • Create and operate structured governance models with merchant partners through regular cadence (QBRs), performance tracking (activation rates, conversion, engagement, and ROI etc), and opportunity area.

• Collaborate with hiring managers to understand their staffing needs and develop effective recruitment strategies • Source and attract candidates through various channels • Screen CVs, conduct initial phone interviews, and coordinate interviews with hiring managers • Manage the candidate experience throughout the recruitment process, ensuring timely communication and a positive experience • Maintain and update the applicant tracking system (ATS) with candidate information and recruitment activity • Assist in the development and implementation of employer branding initiatives to attract top talent • Provide regular updates and reports on recruitment activities and progress to the HR team and hiring managers • Support other HR-related projects and initiatives as needed

• Execute regression test cycles on iOS and Android release candidates across our supported device matrix. • File high-quality bug reports with clear reproduction steps, environment details, logs, and severity rationale. • Perform exploratory testing on new features and flows, surfacing edge cases the automated suite misses. • Triage incoming bugs from internal dogfooding, production reports, and user feedback channels. • Coordinate with developers and release managers during RC cycles — confirming fixes, verifying blockers, unblocking release gates. • Maintain and extend manual test documentation (checklists, test cases, regression matrices) in our test management tools. • Support release-day validation including smoke tests on production builds and post-release monitoring.

• Lead and grow a feature-focused engineering team (frontend, backend, and mobile engineers). • Partner closely with Product and Design to define and deliver the roadmap for a core product vertical. • Provide technical guidance, architectural direction, and hands-on support when needed. • Foster a high-performing, ownership-driven engineering culture aligned with Trust Wallet’s values. • Attract, coach, and retain top engineering talent. • Ensure strong engineering processes, velocity, and code quality across the team. • Be a key part of our wider Engineering leadership group, contributing to cross-team alignment and long-term product strategy

• Join a highly autonomous team of engineers dedicated to expanding the capabilities of our Wallet Core library. • Contribute to an open-sourced, cross-platform library implementing low-level cryptographic wallet functionality for a high number of blockchains. • Impact the ease with which developers integrate blockchain technologies into their applications, fostering broader adoption and enhancing user experiences.

About the company Trust Wallet is the leading non-custodial cryptocurrency wallet, trusted by over 200 million people worldwide to securely manage and grow their digital assets. Our vision is to give individuals the freedom to own their assets, confidently participate in the future economy, and access opportunities that enhance their lives. Our mission is to be a trusted personal companion — helping users safely navigate Web3, the on-chain economy, and the emerging AI-powered future. With support for over 10 million assets across 100+ blockchains, Trust Wallet offers a seamless, multi-chain experience backed by industry-leading self-custody technology, a vibrant community, and a growing ecosystem of partners. 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. Additional Information This is a global and fully remote role. You must have the right to work for the country you are based. Why work at Trust Wallet? - Be a part of the world’s leading blockchain ecosystem that continues to grow. - 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. Apply today to join our team in building the world’s most trusted and secure crypto wallet and enable a decentralized future for everyone. Trust Wallet is committed to being an equal opportunity employer. We believe that having a diverse workforce is fundamental to our success. *Due to the large amount of the applications, please consider your application as unsuccessful should you not be contacted within 4 weeks from your application date.