Technical Support Specialist (L1/L2, fintech/crypto)
- Джерело:
- djinni.co
Що робити
- Handle L1/L2 customer requests via Intercom and email, maintaining SLA and high-quality communication.
- Troubleshoot issues across KYC, fiat transfers, crypto deposits/withdrawals, OTC trades and account access.
- Analyze admin-panel statuses and logs to identify whether an issue is related to the client, platform, or external provider.
- Create clear, reproducible bug reports in Linear with steps, environment details, screenshots, and relevant evidence.
- Coordinate complex cases with Engineering, Product, and Compliance.
Що очікуємо
- 2+ years of experience in customer or technical support for a fintech, crypto, exchange, broker, neobank, or payment product.
- Strong understanding of the customer lifecycle: registration → KYC → deposit → exchange → withdrawal.
- Practical crypto knowledge: ERC-20, TRC-20, BTC networks and addresses, transaction confirmations, network fees, wrong-network transfers, and transaction statuses.
- Understanding of fiat payments, including bank transfers, IBAN, rejected payments, and settlement timelines.
- Strong technical troubleshooting skills and ability to read logs and admin-panel statuses.
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