Client Security Analyst

Kraken

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Join Kraken, a global leader in the cryptocurrency space, and play a pivotal role in safeguarding our users and the integrity of our platform as a Client Security Analyst. This entry-level position is designed for individuals with a keen eye for detail, a strong sense of critical thinking, and a healthy dose of paranoia – essential traits for protecting our community in the fast-paced world of digital assets.
• As a Client Security Analyst, you will be at the forefront of our security operations, acting as a crucial gatekeeper and investigator. Your primary responsibility will be to assist clients in regaining access to their Kraken accounts, meticulously investigating suspicious activities, and ensuring that illicit actors are effectively kept at bay. This role demands a proactive and analytical approach to security, contributing directly to Kraken's mission of accelerating global crypto adoption and empowering financial freedom.
• You will dive deep into back-end data, including logs, metadata, and our sophisticated risk engine, while also carefully analyzing information provided by our clients. The core of your work will involve synthesizing this data to confidently determine if you are interacting with the legitimate account owner, thereby preventing unauthorized access and potential fraud.
• This position is an entry-level opportunity, serving as a foundational training ground for developing essential skills in client-facing security response. You will primarily handle incoming security cases from clients, working in close collaboration with more experienced team members. This mentorship will provide you with invaluable insights into identifying and understanding suspicious client activity across various touchpoints, including account interactions, email communications, and platform usage.
• A significant part of your initial training will involve conducting thorough analyses of accounts. Once your analysis is complete, you will expertly triage and forward tickets to senior analysts who will then execute the necessary actions. This Level 1 role is structured to provide comprehensive learning over an estimated duration of 2 to 4 months, equipping you with the knowledge and confidence to handle increasingly complex security challenges.
• As you progress in your role, your responsibilities will expand to include taking on more sensitive actions. This may involve the authority to remove locks and security features from accounts when deemed appropriate and secure, demonstrating your growing expertise and trust within the team.
• You will be instrumental in delivering a high-quality client experience that masterfully balances minimal client friction with robust security protocols. This delicate equilibrium is key to maintaining user satisfaction while upholding the highest security standards.
• Your day-to-day will involve analyzing a wide range of cases and alerts to identify potential threats, with a constant focus on minimizing false positives to ensure efficiency and accuracy.
• Communication with clients will be primarily conducted via email. You will address critical issues such as account access problems, security concerns, and general troubleshooting, always maintaining a professional and helpful demeanor.
• Staying current with procedural updates is paramount. The threat landscape in crypto is constantly evolving, and you will be expected to adapt quickly to new information and updated protocols to effectively respond to emerging threats.
• You will have the opportunity to suggest and actively help implement workflow improvements. Your insights from the front lines can lead to enhanced clarity, greater efficiency, and more robust security processes for the entire team.
• For overlapping or particularly complex cases, you will learn to escalate issues to the appropriate specialized teams, such as Fraud, Compliance, Account Takeover, or Client Engagement, ensuring that every situation is handled by the right experts.
• You will be an active participant in a culture that thrives on constructive feedback and peer support. Collaboration and continuous learning are highly valued, fostering an environment where everyone can grow and excel.
• Meeting or exceeding Service Level Agreements (SLAs) while maintaining strong performance metrics (KPIs) will be a key aspect of your role, ensuring that we provide timely and effective support to our clients.
• Continuous learning is a cornerstone of this role. You will attend regular training sessions and stay up-to-date on team, company, and industry knowledge, ensuring you remain at the cutting edge of crypto security.
• Regular meetings with your supervisor and the Quality Assurance (QA) team will provide opportunities to review your performance, discuss alignment with team goals, and identify areas for development.
• You will develop a deep understanding of and advocate for Kraken's diverse products, contributing valuable feedback to support ongoing platform improvements and enhance the overall client experience.
• Additional duties and responsibilities will be assigned as required, offering opportunities to broaden your experience and contribute to various aspects of the security team's operations.

🎯 Requirements

• Minimum 2 years of experience in customer service, security, or the crypto industry.
• Strong attention to detail with the ability to make sound, timely judgment calls.
• Fluent English communication skills, both written and verbal.
• Ability to work independently and make decisions in a fast-paced environment.

🏖️ Benefits

• Fully remote work environment, allowing flexibility and work-life balance.
• Opportunity to work in the rapidly growing and innovative cryptocurrency industry.
• Comprehensive training and development programs to build foundational security and crypto expertise.
• Collaborative and supportive team culture with a focus on continuous learning and peer support.

Skills & Technologies

Remote

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Kraken

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About Kraken

Kraken is a global cryptocurrency exchange established in 2011, offering spot and futures trading for Bitcoin, Ethereum and 200+ digital assets. Headquartered in San Francisco with entities worldwide, it serves retail and institutional clients, providing custody, staking, an NFT marketplace and OTC desk. The platform emphasizes security, regulatory compliance and educational resources.

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