Remote Customer Support Jobs in Web3

Wallet in Telegram is a digital asset solution natively embedded into Telegram’s interface. Backed by The Open Platform, Wallet in Telegram gained 100M+ user accounts in 2024, and aims to make its solution available to all 1BN+ of Telegram’s users. Wallet in Telegram offers a dual-wallet experience with Crypto Wallet (a multi-chain wallet for trading and sending crypto to contacts) and TON Wallet (a self-custodial wallet with access to the TON ecosystem of dApps and tokens).

We are looking for a Technical Expert L2 — a senior-level specialist responsible for investigating complex technical issues and leading incident response.

This role requires strong analytical skills, deep system understanding, and the ability to drive investigations in ambiguous situations.

Responsibilities:

• Lead investigations of complex, high-impact technical issues that cannot be resolved by the L1/L2 support teams.

• Act as an escalation point during incidents, taking ownership of the investigation process.

• Drive incident response:

  • coordinate the involved teams (L2, developers, external dependencies),

  • define investigation direction,

  • distribute tasks and ensure progress.

• Perform deep technical analysis using logs, metrics, and data.

• Conduct advanced root cause analysis across a microservices architecture.

• Identify hidden system issues and non-obvious failure patterns.

• Work closely with engineering teams to validate hypotheses and push fixes.

• Improve incident resolution processes and investigation approaches.

• Share expertise and raise the overall technical level of the support team.

Requirements:

Required Skills

• 4+ years of experience in technical support or engineering roles (high-load or fintech is a strong advantage).

• Strong SQL skills and experience working with production data.

• Experience with monitoring and observability tools (Grafana, Prometheus, VictoriaMetrics).

• Experience working with log systems (ELK / OpenSearch or similar).

• Solid understanding of microservices architecture and distributed systems basics.

• General understanding of Kubernetes and containerized environments.

• Strong analytical and problem-solving skills, ability to work in ambiguity.

• Clear written communication and ability to structure technical findings.

• English level B2 or higher.

Nice to Have

• Experience leading incident response.

• Experience with PromQL / LogQL.

• Background in fintech or payment systems.

• Basic understanding of blockchain systems.

Why it is a fantastic opportunity:

• Our business is growing at an exponential scale.

• Non-bureaucratic management that focuses on results.

• Regular performance reviews to assess your progress.

• Remote setup with access to our hubs in Dubai, Yerevan, London and Belgrade.

• Compensation for medical expenses.

• Provision of necessary equipment.

• Employees get access to the most advanced AI models via mira.tg.

• 20 working days of paid vacation annually.

• 11 days off per year.

• 14 days of paid sick leave to support your health and recovery when needed.

• Access to internal conferences, English courses and corporate events.