Web3 Digital Identity Support Specialist

The mission of Trust Machines is to grow the Bitcoin economy. We’ve recently raised $150M to realize this vision, build Bitcoin apps, and the open-source technologies required to unleash the true potential of Bitcoin for DeFi and Decentralized Applications.

We’re looking for a Web3 Digital Identity Support Specialist to join our remote-first team here at Trust Machines and help us onboard and grow the Bitcoin Ecosystem through new Bitcoin Naming System users . This role will be critical in our mission to add millions of users to Bitcoin. The ideal candidate has a Web3 background and enthusiastic about blockchain technologies .

What You’ll Do:

• Provide frontline support to end users experiencing issues with their digital identities on Web3 platforms.
• Troubleshoot and resolve technical issues related to decentralized identity management systems, such as wallet integrations, authentication problems, and identity verification processes.
• Guide users through setup, configuration, and usage of Web3 digital identity solutions.
• Collaborate with cross-functional teams including developers, product managers, and customer support to escalate and resolve complex issues.
• Document support processes, FAQs, and troubleshooting guides to assist users in self-service.
• Stay updated with industry trends and advancements in Web3 technologies and digital identity solutions.
• Provide user feedback to improve product usability, functionality, and performance.

What We’re Looking For:

• Educated in Computer Science, Information Technology, or related field (or equivalent work experience).
• Proven experience in a technical support role, preferably supporting decentralized applications (dApps), blockchain platforms, or Web3 technologies.
• Strong understanding of digital identity concepts including, decentralized identifiers (DIDs), and verifiable credentials.
• Familiarity with blockchain networks such as Bitcoin, Ethereum, or others, and experience with crypto wallets (e.g., Leather, Exverse, MetaMask, Etc).
• Excellent troubleshooting and analytical skills with the ability to diagnose and resolve technical issues effectively.
• Exceptional communication skills with the ability to convey complex technical concepts to non-technical users.
• Proactive mindset with a strong commitment to customer satisfaction and continuous improvement.
• Experience with documenting processes and creating user support materials.

We’d Also Like to See:

• Experience working with identity management protocols, crypto wallets, and domain names.
• Familiarity with support ticketing systems (e.g., Zendesk, Freshdesk) and CRM tools.

We’d love to hear from you even if you don’t have experience or interest in every bullet. There’s no perfect candidate and we want to find the right fit, even if it’s different than we imagine. We especially would like to meet underrepresented/underestimated candidates.

What We’ll Offer:

• Competitive base salary
• Full time offers from Trust Machines also include equity + token incentives + benefits (including medical, dental, vision and 401(k)). 
• Work from home
• Open Vacation Policy, take the days you need
• Up to 16 weeks of paid parental leave
• Your choice of technical setup and equipment

Please note that benefits vary by country, the ones shown above are for our full time U.S. based employees. Benefit information for non-US based positions will be provided to individuals who interview for those roles.

About Us

Trust Machines is proud to be an equal opportunity employer and deeply cares about building a diverse team. Trust Machines is committed to building an inclusive environment for people of all backgrounds. We do not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by law.