Application Support Engineer

About the Company

Gemini is a global crypto and Web3 platform founded by Tyler Winklevoss and Cameron Winklevoss in 2014. Gemini offers a wide range of crypto products and services for individuals and institutions in over 70 countries.

Crypto is about giving you greater choice, independence, and opportunity. We are here to help you on your journey. We build crypto products that are simple, elegant, and secure. Whether you are an individual or an institution, we help you buy, sell, and store your bitcoin and cryptocurrency. 

At Gemini, our mission is to unlock the next era of financial, creative, and personal freedom.

In Singapore, we have a hybrid work policy. Employees are expected to work from the office part of the week. We believe our hybrid approach increases productivity through more in-person collaboration where possible.

The Department: Customer Support (Technical Exchange Services)

The Role: Application Support Engineer

This position is full-time, and will report to the Lead of Trading Exchange Services.

Gemini is establishing itself as the industry leading exchange for institutional trading of digital assets. This is an opportunity to enter on the ground floor of a rapidly growing organization where you will have the ability to shape the future of providing technical support to our growing customer base.

You will be at the forefront of providing support to Gemini’s customer base and will work closely with our engineering teams on the continuous improvement of the Gemini platform. You are customer focused and have a track record of being an application support expert within the Financial Technology space. Building and configuring internal operational tools is something that you enjoy and excel in. You will leverage your experience to help Gemini bridge the gap between traditional Financial Service platforms and our world class digital asset exchange.

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

Minimum Qualifications:

• 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

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

It Pays to Work Here

We take a holistic approach to compensation at Gemini, which includes:

• Comprehensive health plans covered at 100% for employees and dependents
• Long-term incentive in the form of a new hire equity grant
• Paid Parental Leave
• Up to 14 paid vacation days (in addition to public/bank holidays)

At Gemini, we strive to build diverse teams that reflect the people we want to empower through our products, and we are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. Equal Opportunity is the Law, and Gemini is proud to be an equal opportunity workplace. If you have a specific need that requires accommodation, please let a member of the People Team know.