Senior End User Support Engineer

Empower the Individual Through Crypto

Gemini is a crypto exchange and custodian that allows customers to buy, sell, store, and earn more than 30 cryptocurrencies like bitcoin, bitcoin cash, ether, litecoin, and Zcash. Gemini is a New York trust company that is subject to the capital reserve requirements, cybersecurity requirements, and banking compliance standards set forth by the New York State Department of Financial Services and the New York Banking Law. Gemini was founded in 2014 by twin brothers Cameron and Tyler Winklevoss to empower the individual through crypto.

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 want to help you buy, sell, and store your bitcoin and cryptocurrency. Crypto is not just a technology, it's a movement.

At Gemini, our mission is to empower the individual and that includes giving our employees flexibility of choice — our Office Optional Policy allows employees to choose to work from one of our physical locations or from home.

Select roles that are location-specific will still be eligible for flexible schedules.

The Department: Platform

Our Platform Organization’s purpose is to enable Gemini to scale effectively and empower our engineering teams to focus on building innovative financial products and experiences for individuals around the world. Platform focuses around building a scalable and secure foundation platform. It enables Product Developers to deploy, validate, and operate their services in production, while improving resiliency. There is a strong focus to increase organizational and system efficiency by reducing operational toil through architectural evolution. 

The Role: Senior End User Support Engineer

As an End User Support Engineer, you will join a global support organization responsible for providing technical support for all end-user technologies for all our employees. We are looking for a front-end support professional to provide timely and valuable technical assistance on IT systems across a large and diverse pool of technology services. You will also be able to contribute on a wide variety of hardware, network, and software systems, as well as optimization, and implementation initiatives, all of which will give you opportunities to continue learning new skills.

You should thrive in the fast-paced setting of a growing start-up and enjoy the variety of work that this position offers. You need to be proactive and customer focused. You will answer queries on technical issues and offer assistance to resolve them. You are expected to perform timely and quality resolution to issues and record them in our ticketing system, while always providing an optimal customer services experience with every interaction. In addition, this role will participate in various service management enhancement activities to implement the policies and procedures that governs the Global End User Services Team.

This role will be based in our Chicago office once it is safe to return to the workplace.

Responsibilities:

• Provide quality and fast resolution to service and incident requests submitted to our support center via our ticketing system and Slack.
• Document all information related to service and incident requests to ensure all interactions with customers and peers are learnt from, improving team performance as we optimize our processes
• Provide user account management and administration via Google, LDAP, Active Directory, and OKTA.
• Manage vendor relations for those hosted and outsourced end user services and solutions
• Support the stack of productivity tools and SaaS solutions powering the success of our users. G Suite Office 365, Slack, others.
• Assist in Network troubleshooting for wired and Wi-Fi connectivity and VPN services
• Troubleshoot A/V issues with connected room systems, Google Chrome boxes, Apple TVs, and other A/V hardware 
• Support company-wide A/V events to secure a great digital experience for our All-Hands, Townhalls, and live streamed meetings
• Asset management administration – Laptop and Mobile device management via JAMF and Google MDM solutions. Assist the user community with the installation and configuration of IT equipment such as Mac, Chrome, and other peripherals
• Work with procurement teams to purchase hardware and software and manage the leased and repairs lifecycle for our end users’ devices.
• Establish and maintain effective working relationships by working cooperatively with others to perform preventive maintenance, repairs, upgrades and implementation to always improve and innovate on the technology platform that makes Gemini tick.
• Assist with training for new and existing users regarding existing and new technologies 

Qualifications:

• Associate degree in a technical field or 1-2 years of experience working as a support professional in the end user space.
• A minimum of one years’ experience in supporting macOS 
• Understanding of Google Workspace management and products 
• Experience with handling A/V equipment and running company-wide meetings
• Basic understanding of networking principles including TCP/IP, DNS, DHCP, Wi-Fi
• Proficiency in dealing with a variety of computer systems/applications required
• Detail-oriented and able to manage multiple priorities
• Ability to work well in a team environment
• Excellent verbal, written and analytical skills
• Strong diagnostic, problem solving and communication skills
• Proactive self-starter, with minimum guidance or management required
• Experience troubleshooting printers, monitors, laptops, and other traditional corporate IT equipment

Preferred Qualifications 

• Experience with JAMF or a similar MDM tool
• Experience with a ticketing queue, JIRA knowledge 
• Experience in a startup, fintech or finance support

It Pays to Work Here

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

• Competitive Compensation and Profit-Sharing Equity
• Flexible vacation policy
• Retirement Plan Matching
• Generous Parental leave
• Comprehensive health plans
• Training and professional development

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 and affirmative action employer. If you have a specific need that requires accommodation, please let a member of the People Team know.

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