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Founded in 2014, Ledger is the global platform for digital assets and Web3. Over 20% of the world’s crypto assets are secured through our Ledger Nanos. Headquartered in Paris and Vierzon, with offices in the UK, US, Switzerland and Singapore, Ledger has a team of more than 700 professionals developing a variety of products and services to enable individuals and companies to securely buy, store, swap, grow and manage crypto assets – including the Ledger hardware wallets line with more than 7.5 millions units already sold in 210 countries.
Job Summary
We are seeking a highly skilled and motivated Wallet Operations Specialist to join our dynamic team. The ideal candidate will be responsible for monitoring, managing, and optimising Ledger Wallet performance, and will play a critical role in ensuring operational continuity through real-time system monitoring, alert triage, incident communication and escalation to internal and external stakeholders. This role requires a proactive approach to problem-solving, excellent communication skills, and the ability to work effectively under pressure.
Your Mission
Performance Monitoring and Incident Response:
Monitor system alerts/performance per playbooks to identify incidents. Lead incident management, coordinating with cross-functional/OOH teams for efficient resolution. Collaborate with SREs/platform teams to improve alerts/monitoring. Document incident details.
Communication And Reporting
Coordinate incidents between internal teams (Engineering, SRE, Security, Customer Support) and external partners. Ensure shift updates are given to all stakeholders and out-of-hours teams for transparency. Escalate critical issues, provide status updates, and prepare incident reports and post-incident reviews for improvement.
Partner Management
Collaborate with partner support to confirm outages, share telemetry, and track resolutions. Support direct connectivity Button customers (dApp and wallet-powered experiences, channel partners), driving their responses and actions. Utilize proprietary monitoring tools, partner feedback, and customer success outreach to detect/address issues, maintaining high service and reliability standards.
What We Are Looking For
* Proven experience (2+years) in a technical customer success, partner and/or account management or incident management role.
* Experience with monitoring and alerting tools (eg. Datadob, Tableau etc)
* Capacity to build solid relationships with partners while staying objective and enforcing agreed standards.
* Excellent problem-solving & troubleshooting skills and the ability to work under pressure.
* Strong process management skills and technical literacy, with experience in top-level support for businesses in the tech or blockchain industry.
* Effective communication skills, both written and verbal and A ‘Customer First’ attitude
* An interest or curiosity for cryptocurrencies and/or blockchain environments
Bonus Points
* Familiarity with monitoring tools and software
* Knowledge of ITIL or other incident management frameworks.
* Proficiency in Google Workplace suite (Docs, Sheets, Slides, Forms)
* ITIL, SRE, or similar operational certifications
What’s in it for you?
* Equity: Employees are the foundation of our success, and we award stock options so you can share in that success as we grow.
* Flexibility: A hybrid work policy.
* Medical: Comprehensive health insurance policy offering extensive medical, dental and vision care coverage.
* Well-being: Personal development, coaching & fitness with our dedicated partners.
* Vacation: Five weeks of paid leave per year, in addition to national holidays
* High tech: Access to high performance office equipment and gadgets, including Apple products.
* Transport: Ledger reimburses part of your preferred means of transportation.
* Discounts: Employee discount on all our products.
We are an equal opportunity employer for all without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age.
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Management and Manufacturing
* Industries
Computer and Network Security
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