Application Support Engineer

Summary

Join Gemini, a leading global crypto and Web3 platform, as an Application Support Engineer. This full-time role, reporting to the Lead of Trading Exchange Services, offers the chance to shape the future of technical support for our growing customer base. You will provide technical support to institutional and retail customers, collaborate with engineering teams on platform improvements, and build internal operational tools. This position requires a BA/BS in a technical field, 3+ years of experience in a similar role within financial services, and a deep understanding of FIX protocol. Gemini offers a competitive salary, bonus, equity grant, comprehensive health plans, 401k matching, paid parental leave, and flexible time off.

Requirements

• BA/BS degree in technical or engineering concentration
• 3 years of experience in a technical support role at an Exchange, OMS or other Financial Services Technology provider
• Deep understanding of FIX protocol and underlying network connectivity approaches
• Working knowledge of SQL databases and writing well-formed queries
• Excellent communication skills, both written and verbal
• Well versed in navigating systems, running commands from a Unix terminal, and measuring system performance
• Working knowledge of Python or other scripting languages

Responsibilities

• Provide technical support services to Gemini’s institutional and retail customer base as well as partnered vendors, with a focus on Gemini APIs, network connectivity, and application support
• Investigate and precisely communicate application issue referencing appropriate logs to Gemini development teams
• Gather requirements from clients and write up specifications for features
• Maintain and deploy API documentation, accounting for relevant engineering changes for all Gemini APIs
• Assist Retail support teams with operational tools to help the overall Support service at Gemini
• Clearly articulate issues to customers in a way that instills confidence and reliability
• Assist in the on-boarding and certification process of FIX and Web API customers
• Provide second level support to sales and business development teams
• Create and customize operational and monitoring tools to facilitate customer support operations

Preferred Qualifications

• Experience with cryptocurrency/blockchain (chain forks, block explorers, smart contracts)
• Highly skilled in identifying and solving FIX application issues
• Extensive project management experience, a PMP certification or equivalent
• Experience with Splunk, Looker, ZenDesk, Grafana

Benefits

• Competitive starting salary
• A discretionary annual bonus
• Long-term incentive in the form of a new hire equity grant
• Comprehensive health plans
• 401K with company matching
• Paid Parental Leave
• Flexible time off