#vacancy #support #helpdesk #crypto #blockchain #fintech #3rdlinesupport

**L3 Support Specialist - Crypto Wallet

UTORG** is a fintech company holding VASP licenses and operating in 187 countries. We build digital products at the intersection of DeFi and TradFi, leveraging the world's cutting-edge technology.

Now, we are looking for an experienced L3 Support Specialist who will strengthen our team and contribute to the success of our products and the bright future of Web3.

Work format: remote
Employment: full-time
Salary range: 1000-2000 USD

Role Summary:

We are seeking an experienced L3 Support Specialist with a strong background in crypto products, particularly crypto-wallets and web3. This individual will serve as the highest level of support, handling complex technical issues related to our new crypto-wallet product line, working closely with our development teams, and ensuring seamless wallet operations for our customers.

Key Responsibilities:

1. Advanced Troubleshooting: Diagnose and address intricate technical issues from users' tickets related to the crypto-wallet, which may involve transaction errors, connectivity problems, or integration concerns.
2. Root Cause Analysis: Identify the underlying causes of critical or recurrent issues and recommend long-term solutions.
3. Collaboration: Work directly with the product and development teams to communicate, address, and rectify product challenges.
4. Documentation: Draft and update technical documentation relevant to troubleshooting and known issues.
5. Mentoring: Provide guidance and training to L1 and L2 support teams on wallet-specific concerns.
6. Performance Monitoring: Use monitoring tools to ensure wallet functions optimally, flagging and addressing any irregularities.
7. Product Feedback: Provide direct feedback to product teams for continuous wallet improvement.

Your experience:

1. English B1-B2 is a must - all communication in user tickets is in English.
2. Previous experience in L1/L2 support
a) Preferred industry - you worked in crypto products (wallets, exchanges, defi, etc.).
b) If you only worked in L1/L2 in non-crypto products, but have interacted with crypto a lot in your spare time - sure, that can work, but we will drill you when we interview you.
3. You worked with Zendesk and/or Intercom.
4. It's cool if you know some basic SQL, any programming language, etc.

Important points:

There're some unknowns that we will need to figure out along the way, the most important ones for you to be aware of are:

- Working with tickets as an L2 from time to time until your colleagues are catching up with you in terms of knowledge - we will see how it goes
- Work schedule (9-5 or day/night shifts) - we will also see how it goes