Technical Support Specialist

Company Description

Aeredium is building secure financial infrastructure for enterprises and AI agents. Our platform, AER360, combines digital asset custody, wallets, transaction controls, policy-based approvals, and governance for AI-agent-controlled transactions.

We are focused on helping organizations manage digital assets securely while delivering a reliable and user-friendly customer experience.

Role Description

The Customer Support Specialist is a full-time, on-site position based in Gurugram, India. You will be the first person our customers contact when they need help or experience an issue with AER360.

You will assist with wallet access, transaction status, policies, approvals, and other product-related questions. You will investigate issues, resolve what you can, and escalate technical problems to the engineering or product team when required.

Responsibilities

• Respond to customer questions and support requests in a timely and professional manner
• Troubleshoot issues related to wallet access, transactions, policies, and approvals
• Identify whether an issue is caused by user error, a policy restriction, or a system fault
• Use logs and dashboards to check transaction and approval statuses
• Own support tickets from the initial response through investigation and resolution
• Escalate complex technical issues to the appropriate internal team
• Keep customers informed until their issue is fully resolved
• Create and update support documentation as new issue patterns emerge
• Identify recurring problems and share feedback with the product team

Qualifications

• Strong written and spoken English
• Good communication and customer-handling skills
• Basic understanding of blockchain, wallets, transactions, or digital asset payments
• Strong troubleshooting and problem-solving abilities
• Comfortable working with logs, dashboards, and support tools
• Ability to remain calm and communicate clearly while handling customer issues
• Ability to manage multiple support requests and prioritize tasks
• Basic knowledge of AI agents or automated transactions is an advantage

Education

• Minimum Class 12 or Year 12 qualification required
• A BCA, B.Tech, B.Sc. in IT or Computer Science, diploma, or another related qualification is preferred but not mandatory

Experience

• One to two years of experience in customer support, technical support, fintech, payments, crypto, or wallet support is preferred
• Freshers with strong communication skills, technical aptitude, and a willingness to learn are also welcome to apply

Training

Complete training on AER360 will be provided, including threshold signing, biometric transaction approvals, policy limits, and approval quorums.

Compensation

We offer a competitive salary based on the candidate's experience and skill set.

How to Apply

• Please apply through LinkedIn or email your resume to [Confidential Information].