Client Security Analyst

Building the Future of Crypto at Kraken

Kraken is united by a desire to discover and unlock the potential of crypto and blockchain technology. As a Krakenite, you'll join a mission-focused company rooted in crypto values, aiming to accelerate the global adoption of crypto for financial freedom and inclusion.

Kraken is a fully remote company with Krakenites in 70+ countries. They are industry pioneers developing premium crypto products for experienced traders, institutions, and newcomers, committed to industry-leading security, crypto education, and world-class client support.

The Client Security Analyst Team

Client Security Analysts effectively act as gatekeepers and investigators, assisting clients in regaining access to their Kraken accounts, ensuring illicit actors are kept at bay, and investigating suspicious activity. Analysts inspect back-end data, such as logs, metadata, and the risk engine, along with client-provided information, to verify account ownership.

The Client Security Analyst I is an entry-level role for Krakenites developing foundational skills in client-facing security response. Analysts at this level primarily handle incoming security cases, working closely with senior team members to triage and gather insights into suspicious client activity across accounts, email, and platform interactions.

New analysts typically spend 2 to 4 months in a training ground (Level 1) performing thorough account analyses before forwarding tickets to senior analysts. As they grow, they will take on more sensitive actions, including managing locks and security features.

The Opportunity for a Client Security Analyst

• Deliver a high-quality experience balancing low client friction with robust security protocols.
• Analyze cases and alerts to identify potential threats while minimizing false positives.
• Communicate with clients primarily via email regarding account access, security concerns, and general troubleshooting.
• Stay current with procedural updates to effectively respond to evolving threats.
• Suggest and help implement workflow improvements for clarity and efficiency.
• Escalate overlapping or complex cases to specialized teams such as Fraud, Compliance, Account Takeover, or Client Engagement.
• Engage in a culture of constructive feedback and peer support.
• Meet or exceed Service Level Agreements (SLAs) while maintaining strong performance metrics (KPIs).
• Attend training sessions and stay up-to-date on team, company, and industry knowledge.
• Meet regularly with your supervisor and the QA team for performance review and alignment.
• Understand and advocate for Kraken’s products to support ongoing platform improvements.
• Perform additional duties and responsibilities as required.

Skills You Should HODL

• Minimum 2 years of experience in customer service, security, or the crypto industry.
• Experience working in a metrics-driven environment, meeting individual and team performance targets.
• Strong attention to detail with the ability to make sound, timely judgment calls.
• Ability to multitask and manage a high volume of requests while maintaining secure, accurate outputs.
• Fluent English communication skills, both written and verbal.
• Experience using and navigating multiple software tools and platforms (strong computer literacy).
• Ability to work independently and make decisions in a fast-paced environment.
• Willingness to work evenings and weekends regularly as part of a recurring schedule.
• Motivated by Kraken’s mission to deliver seamless support for a global client base.
• Experience with crypto trading or investing, ideally across multiple platforms.

Nice-to-haves

• Fluency in an additional language (e.g., French, Portuguese, Italian, German, Russian, Turkish, Chinese, Korean).
• Experience with compliance, fraud, account access, legal, or similar operational domains.
• Preference for working weekends.

Key skills/competency

• Client Security
• Account Recovery
• Fraud Detection
• Incident Response
• Risk Analysis
• Customer Support
• Data Investigation
• Threat Analysis
• Compliance
• Security Protocols