Wallet Operations Specialist

**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**:
**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.
- ** Social**: Annual company outing for Ledgerdary Days, plus frequent social events, snacks and drinks
- ** Medical**: Comprehensive health insurance policy offering extensive medical, dental and vision care coverage.
- ** Well-being**: Personal development, coaching & fitness with our dedicated partners.
- ** Vacation**: XX 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.