Application Support Specialist
4 weeks ago
At Gemini, we are seeking a highly skilled Application Support Engineer to join our team. As a key member of our Technical Exchange Services department, you will be responsible for providing technical support services to our institutional and retail customer base, as well as partnered vendors.
Responsibilities:- Provide technical support services to Gemini's customer base, focusing on Gemini APIs, network connectivity, and application support.
- Investigate and communicate application issues to Gemini development teams, referencing relevant logs.
- Gather requirements from clients and write 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 enhance the overall Support service at Gemini.
- Clearly articulate issues to customers, instilling 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.
- 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.
- 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.
We take a holistic approach to compensation, 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).
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