Technical Support Specialist

Quick Facts

• Role: Technical Support Specialist

• Focus: Written, ticket-based customer support for a crypto hardware wallet ecosystem

Description

Provide customer support for users worldwide through written conversations that resolve technical issues and improve digital asset safety. You’ll troubleshoot hardware and software topics, guide users through key tasks in the Trezor Suite, and support both pre-sales and post-purchase questions. You’ll also help moderate community forums and keep documentation and the knowledge base accurate and helpful.

Responsibilities

• Learn and stay current on the Trezor ecosystem and crypto/security trends

• Respond to customer inquiries via ticketing system (Zendesk)

• Support topics spanning Trezor hardware wallets and the Trezor Suite application

• Provide pre-sales guidance and post-purchase support

• Moderate and assist in community forums

• Improve and maintain knowledge base, user manuals, and self-help content

• Contribute to side projects (e.g., QA, product design, marketing, fraud prevention)

• Support adjacent customer support functions during peak periods or incidents

Requirements

• Previous experience in client-facing tech support or similar troubleshooting roles

• Tech-savvy with strong interest in software, hardware, and operating systems

• Resilience and empathy when assisting customers during high-stress situations

• Proficiency with support/productivity tools such as Zendesk (plus: Slack, Notion, GitHub, Google Workspace)

• Bonus: comfort with macOS or Linux workflows

• Bonus: experience in high-risk or fraud-exposed industries (e.g., fintech/crypto)

• Solid crypto knowledge: Proof of Work vs Proof of Stake, hardware vs software wallets, CEX vs DEX, stablecoins, UTXOs vs smart-contract chains, Layer 1 vs Layer 2, gas fee behavior, EVM/Ethereum, BIP39 vs SLIP39

• Comfort using WalletConnect and understanding its importance

• Ability to spot dusting attacks, phishing sites, and fake airdrops

• Live near Prague and be available for office attendance 1–2 days per week

Benefits

• Opportunity to work in a security-first, pioneering crypto environment

• Option to receive part of compensation in bitcoin

• Professional development budget (training, courses, workshops)

• Flexible work model (office/remote balance)

• Renovated offices with amenities and free on-site parking

• Friendly environment, regular events, and team get-togethers

• Support-focused approach (not strict KPIs)

• Additional benefits such as MultiSport card, company mobile tariff, yoga, and fitness classes