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- Tasks: Monitor and optimise Ledger Wallet performance while managing incidents and communication.
- Company: Ledger is a leading platform for digital assets, securing over 20% of the world's crypto assets.
- Benefits: Enjoy equity options, hybrid work, comprehensive health insurance, five weeks paid leave, and employee discounts.
- Why this job: Join a dynamic team in a fast-growing industry with a focus on innovation and security.
- Qualifications: 2+ years in technical customer success or incident management; strong problem-solving and communication skills required.
- Other info: This is an entry-level, full-time position based in London.
The predicted salary is between 28800 - 42000 £ per year.
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We\’re making the world of digital assets accessible and secure for everyone. Join the mission.
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
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Seniority level
Entry level
Employment type
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Employment type
Full-time
Job function
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Job function
Management and Manufacturing
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Industries
Computer and Network Security
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Wallet Operation Specialist employer: Ledger
Contact Detail:
Ledger Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Wallet Operation Specialist
✨Tip Number 1
Familiarise yourself with the specific monitoring and alerting tools mentioned in the job description, such as Datadog and Tableau. Having hands-on experience or even a basic understanding of these tools can set you apart during discussions.
✨Tip Number 2
Brush up on your incident management skills, particularly if you have experience with ITIL frameworks. Being able to discuss how you've successfully managed incidents in the past will demonstrate your capability for this role.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of how you've tackled challenges in high-pressure situations. This will highlight your proactive approach, which is crucial for the Wallet Operations Specialist position.
✨Tip Number 4
Engage with the cryptocurrency and blockchain community online. Being knowledgeable about current trends and issues in the space can help you connect with the team at Ledger and show your genuine interest in their mission.
We think you need these skills to ace Wallet Operation Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical customer success, incident management, or partner management. Use keywords from the job description to demonstrate your fit for the Wallet Operation Specialist role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for cryptocurrencies and blockchain technology. Mention specific experiences that showcase your problem-solving skills and ability to work under pressure, as these are crucial for the role.
Showcase Technical Skills: Highlight your familiarity with monitoring tools and software, as well as any relevant certifications like ITIL or SRE. This will show Ledger that you have the technical literacy they are looking for.
Prepare for Potential Questions: Think about how you would respond to questions regarding incident management and performance monitoring. Be ready to discuss your previous experiences and how they relate to the responsibilities of the Wallet Operation Specialist.
How to prepare for a job interview at Ledger
✨Understand the Role
Before your interview, make sure you thoroughly understand the responsibilities of a Wallet Operations Specialist. Familiarise yourself with performance monitoring, incident management, and partner collaboration as these are key aspects of the role.
✨Showcase Your Technical Skills
Be prepared to discuss your experience with monitoring and alerting tools like Datadog or Tableau. Highlight any relevant technical skills and certifications, especially in incident management frameworks like ITIL, as these will be crucial for the position.
✨Demonstrate Problem-Solving Abilities
Expect questions that assess your problem-solving skills. Prepare examples from your past experiences where you successfully managed incidents or resolved technical issues under pressure, showcasing your proactive approach.
✨Communicate Effectively
Since the role involves coordinating with various teams and stakeholders, practice clear and concise communication. Be ready to explain complex technical concepts in simple terms, demonstrating your ability to bridge the gap between technical and non-technical audiences.
