Senior Product Operation Analyst - New York

Kaiko is a rapidly growing fintech company in the digital assets industry with an international presence. Our mission is to bridge traditional and blockchain ecosystems by providing reliable and actionable financial data and services. We do this by empowering market participants with accurate, transparent, and actionable digital assets data to be leveraged for a range of market activities including strategy backtesting, in-depth research, valuation, analytics, and integrations.

What We Do

• We unify digital assets data feeds in financial markets across 100+ crypto spot and derivatives exchanges off-chain and on-chain defi protocols, serving as a single access point for market information.
• We provide the most granular trade, quotes and aggregated datasets in the industry
• We deliver historical and real-time, consumable and regulatory compliant data to clients through a robust platform
• We publish weekly data-driven reports and analyses read by industry professionals
• We partner with best in class institutions such as Bloomberg and Deutsche Börse

Who We Are

We’re a team of (60+) passionate individuals in Paris, New-York, London and Singapore with a deep interest in building and innovating in the digital finance economy.We’re proud of Kaiko’s talented team and continue our commitment to international representation and diversity in the workspace.

Also, at Kaiko our values are important to us as they are the foundation of our continued success. You can read more about our company’s values along with our mission and achievements so far here.

Are you ready to join us?

Kaiko Data and Product Operations department

Kaiko operates a data infrastructure which is growing to a critical service for most of our customers. As per any critical service and under its ongoing SOC 2 Audit process, Kaiko has to meet operational standards in the financial environment like a 99.5% uptime, very strict data quality and requirement rules, 100% auditable processes for its regulated services.

Meanwhile, Kaiko is growing in a fast and challenging crypto environment where infrastructure and resilience are not meeting these standards finance institutions require. Crypto exchanges suffer from very frequent downtime, making breaking changes to their APIs with poor to no notice. Last but not least, the crypto environment is by nature a 24/7 open market vs a 7/5 market in traditional finance, making meeting these standards an even harder task by nature.

Kaiko Product operations are scaling as the company is scaling as a whole. The Product Operations department caters for our business day to day operations (Product Launches and monitoring, customer onboarding and support, incident management).

Kaiko has made the strategic choice not to go for an operational model where our monitoring would be mainly relying on human based operations. We are taking inspiration from the energy sector where nuclear, hydro and solar plants are operated by small on site teams - whatever the size and the criticality of the site - relying on heavy automation and detection systems.

Yet Kaiko is at the very early stages of that development. Kaiko’s operations are just scaling as we speak and we are looking forward to building the local teams in three sites to build from the ground up our operational and service monitoring infrastructure.

The mission:

• Customer Support: You follow-up with customers’ requests and calls raised following a rigorous case management process ensuring that (i) Kaiko product ops knowledge builds up and (ii) that we can follow on a customer basis their experience of our products. You provide on a regular basis feedback to the Product team from the support channels to make sure PMs are aware of negative feedback on our suite. You proactively monitor established communication channels with our customers to make sure contact attempts are not left unanswered in a timely manner depending on our own SLA commitment.
• Customer onboarding: You are early on involved by Sales when signing a new customer to onboard them on our products providing them with the adequate level of explanations, documentation accesses and technical accesses relying on internal tools and infrastructure. You make sure this onboarding is as smooth as possible and are key to improving it.
• Build: Product Operations teams at Kaiko are not just operators, they also are builders of their own monitoring infrastructure. As such you’ll take on a peculiar role in that process and act both acting as the prime user of these monitoring products, providing feedback to the global Product Operations team so that their design and usability is as smooth as possible.

(i) Cluster services monitoring (CSM), Kaiko’s service monitoring infrastructure, detection algorithm and pattern recognition towards automated issue detection, with a main focus on the Cluster based data pipeline feeding our REST API. Monitoring includes alert systems and troubleshooting suggestion mechanisms, up to automated fixes.

(ii) Data feed services monitoring (DFM), Kaiko’s service monitoring infrastructure of our cloud bucket job based service to push content towards our customers. Monitoring includes issue detection, alerting systems and troubleshooting suggestions, up to automated fixes.

(iii) Stream services Monitoring (SSM). Kaiko’s service monitoring infrastructure of our Real time streaming service powered by gRPC framework. Monitoring includes issue detection, alerting systems and troubleshooting suggestions, up to automated fixes, as well as supervision of live connection, mapping of active customers, associated bandwidth and use rate / configs, channels set-up by users.

(iv) Data reconciliation across platforms : All three projects require heavy synchronization as the underlying services must be able to reconcile data from one service to the other to guarantee data consistency across our platforms to our customers.

• Collaborate with cross-functional team, developing strategy and managing UAT testing and go-live activities.

• Review, analyze, and evaluate proposed products and services offerings, operational improvements, and new technologies for impact and leverage across the business area

About You:

• Excellent, demonstrable experience in fintech infrastructure servicing institutional finance
• Background in capital markets / finance
• Experience in managing tech services in a financial environment
• Excellent communication skills and stakeholders management
• Strong leader of people
• Programming qualifications or education is a plus
• Fully fluent in English is mandatory
• Other languages covering a financial market or region is a plus.

What we offer:

• An attractive compensation package, including equity and healthcare.
• An entrepreneurial environment with a lot of autonomy and responsibilities.
• Opportunity to work with an internationally diverse team.
• The hardware of your choice to help you deliver your best work.
• Good perks (remote friendly, multiple team events and staff surprises).

Talent Acquisition Process:

• Interview with the Talent Acquisition team
• Call with the Hiring Manager
• Cross team interviews with 2-3 team members

Interested? Write a short letter to tell us why you’d be a good fit for this opportunity and why you’d like to join Kaiko. Please send your letter, along with your CV.

As our working language is English, we would appreciate it if you send us your application and accompanying documents in English.

Diversity & Inclusion:

At Kaiko, we believe in the diversity of thought because we appreciate that this makes us stronger. Therefore, we encourage applications from everyone who can offer their unique experience to our collective achievements.