Technical Support Specialist at SatoshiLabs

📍 Job Overview

Job Title: Technical Support Specialist
Company: SatoshiLabs
Location: Prague, Czech Republic
Job Type: Hybrid (1-2 days in the office)
Category: Customer Support & Success
Date Posted: July 30, 2025
Experience Level: Entry to Mid-Level (0-2 years)
Remote Status: On-site with remote flexibility

🚀 Role Summary

Key Responsibilities: Provide exceptional written support to global users, troubleshooting hardware wallet and application issues. Maintain and improve user documentation, and engage with users in community forums.
Crypto Knowledge: Demonstrate a solid understanding of cryptocurrencies, blockchain, and digital security to effectively assist users and stay informed about industry trends.
Empathetic Communication: Display strong communication skills, empathy, and patience when assisting users, especially during high-stress situations or financial setbacks.
Proactive Problem Solving: Approach support with a proactive mindset, going above and beyond to resolve user issues and improve overall user experience.

📝 Enhancement Note: This role requires a unique blend of technical support experience, crypto knowledge, and strong communication skills. Familiarity with blockchain and cryptocurrencies is essential for providing accurate and helpful support to users.

💻 Primary Responsibilities

User Support: Respond to user inquiries through the Zendesk ticketing system, providing clear and concise solutions to hardware wallet and application-related issues.
Community Engagement: Moderate and assist in community forums, ensuring conversations remain respectful, accurate, and helpful.
Documentation: Maintain and improve the user manual, knowledge base, and other self-help content to enhance user experience and reduce support tickets.
Side Projects: Contribute to side projects with a startup mindset, such as QA, product design, marketing, or fraud prevention, to shape Trezor's tools and culture.
Pre-sales Support: Offer guidance to potential customers, helping them understand Trezor's products and features before making a purchase.
Post-purchase Support: Assist customers after they've made a purchase, ensuring they have a smooth and enjoyable experience with their Trezor hardware wallet and the Trezor Suite application.

📝 Enhancement Note: This role involves a wide range of responsibilities, from troubleshooting technical issues to user education and community engagement. A proactive and enthusiastic approach to problem-solving is essential for success in this role.

🎓 Skills & Qualifications

Education: A bachelor's degree in a relevant field (e.g., Computer Science, IT, or a related discipline) or equivalent work experience.

Experience: Proven experience in client-facing tech support roles, preferably within the tech industry or a related field. Familiarity with cryptocurrencies and blockchain is a significant advantage.

Required Skills:

Proven experience in client-facing tech support or a similar role.
Strong technical aptitude, with a solid understanding of software, hardware, and operating systems.
Excellent written communication skills in English.
Empathy and resilience when handling user issues, especially during high-stress situations.
Familiarity with Zendesk, Slack, Notion, GitHub, or Google Workspace.
Basic understanding of macOS or Linux-based workflows.

Preferred Skills:

Experience working in industries with high risk or fraud exposure (e.g., fintech or crypto).
Proactive, energetic, and out-of-the-box thinking approach to problem-solving.
Experience with cryptocurrencies, blockchain, and digital security.
Familiarity with Trezor products and the crypto ecosystem.

📝 Enhancement Note: While not required, having a strong background in cryptocurrencies and blockchain can significantly enhance the candidate's ability to provide accurate and helpful support to users.

📊 Web Portfolio & Project Requirements (N/A)

Note: This role does not require a web portfolio or project requirements, as it is focused on customer support and does not involve web development or design.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Prague, Czech Republic, is approximately 35,000 CZK to 45,000 CZK per month (gross), depending on experience and qualifications. This is equivalent to approximately 1,380 EUR to 1,750 EUR per month (gross), based on an average exchange rate of 25.35 CZK/EUR.

Benefits:

Professional development budget for training programs, courses, and workshops of your choice.
Flexible work arrangement, with the option to choose your own balance between working from the office and working from home.
Comfortable office space in Prague 8, including a gym, massages, foosball, billiards, a snack-stocked kitchen, 3D printers, and more.
Friendly working environment, regular company events, and fun team get-togethers.
Additional perks such as a MultiSport card or a company mobile plan.

Working Hours: Full-time position with standard working hours, typically 40 hours per week. The role may require occasional flexibility to accommodate user time zones and support needs.

📝 Enhancement Note: The salary range provided is based on regional market research and industry standards for customer support roles in Prague, Czech Republic. It is subject to change based on the candidate's qualifications and experience.

🎯 Team & Company Context

🏢 Company Culture

Industry: SatoshiLabs operates in the cryptocurrency and blockchain industry, focusing on hardware wallet solutions and digital security.

Company Size: SatoshiLabs is a mid-sized company with a team of around 100 employees, providing a dynamic and collaborative work environment.

Founded: SatoshiLabs was founded in 2012, making it one of the earliest pioneers in the cryptocurrency industry.

Team Structure:

The technical support team consists of multiple levels, with Level 1 Support Specialists handling initial user inquiries and escalating complex issues to higher-level support teams as needed.
The team works closely with product, development, and marketing teams to ensure user feedback is integrated into product improvement and user education efforts.

Development Methodology:

SatoshiLabs follows an Agile/Scrum development methodology, with regular sprint planning and continuous improvement processes.
The team uses tools such as Jira, Confluence, and GitHub for project management, documentation, and version control.
SatoshiLabs prioritizes user feedback and continuous learning to drive product innovation and improvement.

Company Website: SatoshiLabs

📝 Enhancement Note: SatoshiLabs' unique position in the cryptocurrency industry and its commitment to user education and support make it an attractive employer for candidates interested in the crypto space and customer support roles.

📈 Career & Growth Analysis

Technical Support Career Level: This role is typically the first level in the technical support career path, focusing on initial user inquiries and troubleshooting.

Reporting Structure: The Technical Support Specialist reports directly to the Technical Support Team Lead, who oversees the support team's day-to-day operations and ensures high-quality user support.

Technical Impact: In this role, the Technical Support Specialist has a direct impact on user experience and satisfaction by providing accurate and helpful solutions to user inquiries. Their work also contributes to identifying trends and patterns in user issues, which can inform product improvement and development efforts.

Growth Opportunities:

Level 2 Technical Support Specialist: After gaining experience and demonstrating strong performance, Technical Support Specialists may advance to Level 2, handling more complex user inquiries and providing mentorship to junior team members.
Team Lead/Specialist Roles: With additional experience and leadership skills, Technical Support Specialists may progress to team lead or specialist roles, focusing on specific areas of expertise within the support organization.
Cross-functional Opportunities: SatoshiLabs encourages internal mobility and offers opportunities for growth in other departments, such as product, development, or marketing.

📝 Enhancement Note: SatoshiLabs' flat organizational structure and emphasis on internal mobility provide Technical Support Specialists with ample opportunities for career growth and development.

🌐 Work Environment

Office Type: SatoshiLabs' office is a modern, collaborative workspace designed to foster creativity and innovation, with a focus on employee well-being and comfort.

Office Location(s): The main office is located in Prague 8, with remote work flexibility for some roles.

Workspace Context:

The office features a comfortable, open-plan layout with dedicated spaces for various teams and projects.
Collaboration and communication are encouraged through regular team meetings, workshops, and company events.
The office is equipped with state-of-the-art technology, including high-speed internet, multiple monitors, and specialized software for various teams' needs.

Work Schedule: The role follows a standard full-time work schedule, typically 40 hours per week. The work arrangement is hybrid, with 1-2 days in the office and the remainder of the week working remotely.

📝 Enhancement Note: SatoshiLabs' hybrid work arrangement and focus on employee well-being create a flexible and supportive work environment for Technical Support Specialists.

📄 Application & Technical Interview Process

Interview Process:

Application Review: SatoshiLabs reviews applications and selects candidates who best match the role's requirements.
Phone/Video Screen: A brief phone or video call to discuss the candidate's experience, motivation, and fit for the role.
Technical Assessment: A written assessment or case study to evaluate the candidate's problem-solving skills, crypto knowledge, and understanding of user support best practices.
Final Interview: A face-to-face or video interview with the Technical Support Team Lead and other team members to discuss the candidate's fit for the role, team dynamics, and career growth opportunities.

Portfolio Review Tips: (N/A)

Technical Challenge Preparation:

Brush up on cryptocurrency and blockchain fundamentals, focusing on user education and support.
Familiarize yourself with Trezor products and their features, as well as common user issues and troubleshooting steps.
Prepare examples of challenging support situations you've handled in the past and how you approached them.

ATS Keywords: (See the "🎓 Skills & Qualifications" section for a comprehensive list of relevant keywords.)

📝 Enhancement Note: SatoshiLabs' interview process focuses on assessing the candidate's problem-solving skills, crypto knowledge, and cultural fit within the technical support team.

🛠 Technology Stack & Web Infrastructure (N/A)

Note: This role does not involve web development or infrastructure, as it is focused on customer support and does not require a technology stack or web infrastructure.

👥 Team Culture & Values

Customer Support Values:

Empathy: Prioritize user needs and actively listen to their concerns, always striving to understand their perspective.
Patience: Maintain a calm and composed demeanor when assisting users, especially during high-stress situations or complex issues.
Proactivity: Anticipate user needs and take initiative in resolving issues, going above and beyond to ensure user satisfaction.
Continuous Learning: Stay up-to-date with industry trends, new products, and best practices in customer support to improve user experience and drive team success.

Collaboration Style:

Cross-functional Integration: Work closely with product, development, and marketing teams to ensure user feedback is integrated into product improvement and user education efforts.
Code Review Culture: Collaborate with team members to review and improve support processes, documentation, and user education materials.
Knowledge Sharing: Share your expertise and learn from others in a supportive and collaborative team environment.

📝 Enhancement Note: SatoshiLabs' customer support team values a proactive, user-focused approach to problem-solving, with a strong emphasis on collaboration and continuous learning.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Crypto Knowledge: Stay up-to-date with the rapidly evolving cryptocurrency and blockchain landscape, ensuring accurate and helpful support to users.
User Education: Develop a deep understanding of Trezor products and their features, as well as common user issues and troubleshooting steps, to provide effective user education and support.
High-stress Situations: Maintain composure and empathy when assisting users during high-stress situations, such as financial setbacks or technical difficulties.
Fraud Prevention: Stay vigilant for potential fraudulent activities and work with the team to develop and implement fraud prevention measures.

Learning & Development Opportunities:

Crypto Education: Enhance your crypto knowledge through online courses, webinars, and industry events to stay informed about the latest trends and developments.
Support Best Practices: Attend workshops and training sessions focused on customer support best practices, user education, and communication skills.
Career Mentorship: Seek guidance from experienced team members and mentors to develop your skills and advance your career within the technical support organization.

📝 Enhancement Note: SatoshiLabs' unique position in the cryptocurrency industry and commitment to user education present Technical Support Specialists with numerous opportunities for learning and growth.

💡 Interview Preparation

Technical Questions:

Crypto Fundamentals: Demonstrate a solid understanding of cryptocurrencies, blockchain, and digital security by discussing recent industry trends, new products, or regulatory developments.
User Support Scenarios: Describe challenging support situations you've handled in the past and explain how you approached them, emphasizing your problem-solving skills, empathy, and user education strategies.
Trezor Products: Show familiarity with Trezor hardware wallets and the Trezor Suite application, highlighting your understanding of their features and common user issues.

Company & Culture Questions:

Team Dynamics: Explain how you would contribute to a collaborative and supportive team environment, emphasizing your communication skills, proactivity, and willingness to learn.
User Education: Discuss your approach to user education, focusing on clear and concise communication, empathy, and a proactive mindset.
Crypto Industry Trends: Share your thoughts on recent developments in the cryptocurrency and blockchain industry, and how they might impact Trezor's products and user base.

Portfolio Presentation Strategy: (N/A)

📝 Enhancement Note: SatoshiLabs' interview process focuses on assessing the candidate's crypto knowledge, problem-solving skills, and cultural fit within the technical support team.

📌 Application Steps

To apply for this Technical Support Specialist position:

Submit your CV and cover letter through the application link provided in the job listing.
In your cover letter, highlight your crypto experience and describe the toughest support situation you've handled, explaining how you approached it and the outcome.
Research SatoshiLabs' products, company culture, and the cryptocurrency industry to demonstrate your enthusiasm and understanding of the role.
Prepare for the interview process by brushing up on your crypto knowledge, reviewing common user issues, and practicing your problem-solving skills.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with SatoshiLabs before making application decisions.

Technical Support Specialist