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Application Support Engineer

2 months ago

Singapore GEMINI Full time

About the Role:


As an Application Support Engineer at Gemini, you will play a critical role in providing technical support services to our institutional and retail customer base, as well as partnered vendors. You will be at the forefront of providing support to our customer base and working closely with our engineering teams on the continuous improvement of the Gemini platform.



Key Responsibilities:



  • Provide technical support services to Gemini's institutional and retail customer base, with a focus on Gemini APIs, network connectivity, and application support.
  • Investigate and precisely communicate application issues 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.


Requirements:



  • Bachelor's degree in technical or engineering concentration.
  • Three 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.


Benefits:



  • 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).


About Gemini:


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.