Your Role:
Tenable is seeking a results-oriented leader to motivate an exceptional support team to even higher levels of customer satisfaction. With a global CSAT currently over 93%, we expect you to help us exceed that benchmark. You will manage some of the best support professionals in the enterprise software industry, providing the coaching and mentorship they need to thrive in a challenging environment. Your goal is to balance team development with the delivery of a stellar support experience for our large and rapidly growing customer base.
Your Opportunity:

• Team Leadership: Lead and mentor a multi-shift Support Engineering team, serving as the go-to expert for policies, procedures, and professional growth.
• Experience Optimization: Continuously refine the support journey for both customers and staff, balancing operational efficiency with a motivating team culture.
• Data-Driven Management: Define and monitor key performance indicators (KPIs) to drive capacity planning, escalation workflows, and consistent SLA excellence.
• Technical Escalation & Resolution: Investigate complex technical issues, routing them to the ideal resource and collaborating directly with R&D and Product Management for swift resolution.
• Strategic Communication: Act as the primary bridge for high-priority escalations, ensuring clear and timely updates for both customers and internal stakeholders.
• Product Expertise: Maintain deep, hands-on technical knowledge of the entire Tenable product suite to provide high-level guidance and oversight.
• Operational Agility: Execute specialized tasks and strategic business objectives as needed to ensure the overall success of the Support organization.

What You'll Need:

• 3+ years managing high-performing teams of 10+ Technical Support Engineers with direct experience in hiring, training, and performance management.
• Location Requirement: Must be currently based in the Pacific Time Zone to support regional shift alignment.
• Excels at managing time and priorities in fast-paced environments while remaining composed and solution-oriented under pressure.
• Demonstrated experience driving innovative change at the team level, preferably applying AI, Large Language Models (LLMs), and automation to streamline workflows, improve case resolution times, and increase operational efficiency within a support organization.
• Experience implementing Knowledge-Centered Service (KCS) methodology to drive knowledge quality, reuse, and continuous improvement.
• Solid understanding of security operations and procedures, modern tech stacks, and security industry trends.
• Ability to work at a computer for extended periods and perform additional duties as necessary to meet business objectives.
• Applicants must be authorized to work for any employer in the U.S. We are unable to provide sponsorship for work visas of any kind at the time of hire, or at any point during employment.

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About the Company

Gemini is a global crypto and Web3 platform founded by Cameron and Tyler Winklevoss in 2014, offering a wide range of simple, reliable, and secure crypto products and services to individuals and institutions in over 70 countries. Our mission is to unlock the next era of financial, creative, and personal freedom by providing trusted access to the decentralized future. We envision a world where crypto reshapes the global financial system, internet, and money to create greater choice, independence, and opportunity for all — bridging traditional finance with the emerging cryptoeconomy in a way that is more open, fair, and secure. As a publicly traded company, Gemini is poised to accelerate this vision with greater scale, reach, and impact.

The Department: Enterprise Infrastructure

Within Operations, the Enterprise Infrastructure team owns the internal technology ecosystem that supports Gemini's offices and employees. The team operates as a unified engineering and service organization, combining front-line support excellence with DevOps-driven platform engineering under a single mandate.

Our enterprise technology strategy fuels business growth through an engineering-first approach by delivering a modern, secure, and scalable foundation for seamless collaboration, efficient operations, and future-ready innovation. By emphasizing operational excellence, continuous improvement of existing systems, and strategic automation – including Infrastructure as Code, GitOps workflows, and AI-augmented operations – we position IT as an engineering discipline whose impact extends across the department and the broader organization.

The Role: Staff Enterprise Infrastructure Engineer

As a Staff Enterprise Infrastructure Engineer, you will serve as a technical leader and force multiplier across the full breadth of Enterprise Infrastructure – from end-user support excellence to backend platform engineering and automation.

You will apply DevOps methodologies to drive the design, implementation, and continuous improvement of the systems that underpin Gemini's global workforce. This includes owning strategies and execution for endpoint management, user identity and access lifecycle, internal tooling, Infrastructure as Code, CI/CD pipelines, and AI-augmented operational workflows. You will define and track key metrics, communicate trends and capacity insights to leadership, and make strategic decisions about tooling adoption, vendor relationships, and architectural direction with an awareness of how these decisions impact teams and stakeholders beyond Enterprise Infrastructure.

A core expectation of this role is that you approach problems with an eye toward scalability and sustainability, building systems that reduce manual toil, improve reliability, and position the team for rapid growth. You are expected to critically evaluate existing systems and processes, challenging assumptions, identifying inefficiencies, and driving improvements to legacy workflows with the same rigor applied to new builds. You will act as a mentor and escalation point for others, fostering a culture of engineering rigor within support operations and a culture of user empathy within engineering work.

The ideal candidate has deep experience across both operational support and DevOps-driven infrastructure, thrives in ambiguity, and is energized by the challenge of consolidating legacy tooling into modern, automated, GitOps-driven workflows. They bring a pragmatic approach to adopting emerging capabilities – including agentic AI – and are motivated by building solutions that scale beyond their immediate team to benefit the broader organization.

This role is required to be in person 5 days per week at our Tempe, AZ office.

Responsibilities:

• Office & Endpoint Operations

  • Manage hardware inventory, secure storage, and physical IT infrastructure across global office locations.
  • Administer and support endpoint fleets including provisioning, patch management, and peripheral troubleshooting.
  • Support office A/V systems, network connectivity, and conference room technology.

• Service Operations & Delivery

  • Resolve service and incident requests with quality, speed, and thorough documentation.
  • Manage user identity and access lifecycle – including SSO, SCIM, MFA, and security key administration.
  • Maintain and improve SaaS platform configurations, vendor relationships, and internal support workflows.
  • Track operational metrics, surface trends, and communicate capacity insights to leadership.

• Platform Engineering & Automation

  • Build and maintain infrastructure using IaC, configuration management, and GitOps-driven deployment workflows.
  • Develop internal tools and integrations that automate fleet operations, user lifecycle management, and cross-service orchestrations
  • Design and operate CI/CD pipelines for infrastructure changes, tooling, and endpoint configurations.
  • Lead endpoint management platform migrations, including policy authoring, GitOps-managed profiles, and fleet-wide telemetry.
  • Design and implement agentic AI workflows to augment IT operations, applying context engineering principles to enable reliable, bounded automation and validations.

Minimum Qualifications:

• 8+ years of progressive experience in enterprise IT, infrastructure engineering, or a DevOps-focused support capacity.
• Strong proficiency with macOS fleet management at scale using MDM platforms.
• Hands-on experience with Infrastructure as Code and configuration management tooling.
• Proficiency in at least two of the following languages: Go, Python, Swift – with demonstrated ability to build production-grade internal tooling and API integrations.
• Deep experience with identity and access management platforms (Okta, Google Workspace, Active Directory), including SSO, SCIM, Device Assurance Policies, MFA, and user lifecycle automation.
• Working knowledge of CI/CD pipelines (GitHub Actions or equivalent) and Git-based development workflows.
• Solid understanding of networking fundamentals.
• Experience with AWS cloud services in a production or internal-tooling context.
• Proven ability to communicate complex technical concepts to both technical and non-technical audiences, including leadership.
• Experience mentoring junior engineers and contributing to team culture, hiring, and process improvement.

Preferred Qualifications:

• Experience in fintech, crypto, or regulated financial services environments.
• Experience with FleetDM and osquery for endpoint telemetry, compliance, and GitOps-managed device configuration.
• Experience designing agentic AI harnesses and workflows or applying context engineering techniques to augment operational processes (e.g., Claude Code, OpenCode, LLM-driven automation).
• Proficiency in Go, Python, and/or Swift for internal tooling development.
• Hands-on experience deploying reliable tools via Containerization and Orchestration (Docker, Kubernetes/EKS).
• Experience managing 1,000+ user accounts across a globally distributed workforce.
• Working knowledge of the Apple MDM protocol and open-source macOS tooling (Munki, AutoPkg, SaltStack, etc.).
• Experience with A/V systems administration (Crestron, Logitech, Chromebox for Meetings).
• SaaS Administration experience (Anthropic, Atlassian, Google Workspace, Linear, Okta, & more), service management workflows, and SLA reporting.

• Competitive starting pay
• 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

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.

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Who we are

This role will provide exceptional, proactive support for our clients throughout the operational lifecycle. This position bridges the gap between Implementation, Customer Success, and ongoing Operations to streamline service delivery and ensure a premium client experience.

The Metro Service Manager will take ownership of ongoing client operations and issue resolution. This new role will work closely with cross-functional teams to proactively address client needs, improve service quality, and optimize ride experiences. We are looking for creative problem-solvers who, like us, believe that challenges require innovative approaches, unique perspectives, and new ways of thinking.

• Serve as the primary point of contact for assigned clients, ensuring needs are addressed and solutions delivered with urgency and professionalism.
• Respond to and resolve complex client inquiries, leveraging internal resources and collaboration to provide swift resolutions.
• Lead and manage the implementation of new business from contract signed through launch, ensuring a successful implementation process and maintaining communication with clients throughout the implementation 
• Act as a trusted advisor by continuously learning about HopSkipDrive's evolving products and services to best support clients.
• Gather and analyze feedback on ride experiences to identify improvement opportunities and implement service enhancements.
• Collaborate with cross-functional teams to address systemic issues affecting client satisfaction and advocate for impactful changes.
• Partner with Customer Support Specialists to resolve real-time ride and account issues while delivering weekly optimization reports.
• Conduct virtual and in-person client meetings to strengthen relationships, align on goals, and ensure adoption of best practices.
• Drive the strategic planning and execution of business reviews to align ongoing service strategies with client objectives.

Who You Are

You’re a proactive and strategic customer success professional who excels at building strong client relationships, solving complex challenges, and driving measurable results. You thrive in fast-paced environments and are passionate about enhancing client experiences through data-driven insights and collaboration.

• 5+ years of experience in Customer Success, Account Management, or Implementation roles, preferably in a high-pressure or start-up environment.
• Willingness to travel (10%-20%) to strengthen client relationships and support service strategies.
• Proven ability to manage client relationships, resolve issues swiftly, and deliver exceptional customer service.
• Strong communication skills, both written and verbal, with the ability to present insights and solutions effectively in meetings and reports.
• Expertise in analyzing data, identifying trends, and implementing actionable solutions to improve client outcomes.
• Experience collaborating across teams to address root causes of recurring challenges and enhance service delivery.
• Proficiency with CRM tools such as Salesforce or Kustomer, and advanced Excel skills are preferred.
• A proactive, problem-solving mindset with the initiative to drive continuous improvement and innovation.
• You are tech-forward and committed to operational excellence. You actively leverage AI tools (such as Gemini) to streamline workflows, summarize complex client issues, refine communication, and derive insights from data sets, and you are eager to apply this expertise to enhance client outcomes

Our Investment In You

We want you to be an owner in our company and share in executing our vision, so every full-time employee has equity. In addition, we offer flexible vacation, medical, dental, vision, and life insurance, 401(k), FSA, and an opportunity to work for a uniquely positioned, VC-backed company in a hugely attractive space with significant upside potential. HopSkipDrive is committed to fair and equitable compensation practices. The base salary range for this role is $80,000 - $90,000. This position is remote and, as such, compensation will ultimately be in line with the location in which the position is filled. Final compensation for this role will be determined by several factors such as a candidate’s relevant work experience, skill set, certifications, and specific work location. The total compensation package for this role also includes equity stock options.

HopSkipDrive is proud to be an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected class.

*NOTE* This role will be remote but candidates must be based in the Arizona metro. There will be occasional (10-20%) travel required as well.  

Your Impact

As an RF Test Engineer, your work will be essential in ensuring that the wireless technologies in Axon's advanced products meet the highest performance, reliability, and compliance standards. Your hands-on expertise will drive the rigorous testing and optimization of RF systems that enable our cutting-edge body-worn cameras, vehicular systems, and connected devices. By leveraging your technical acumen and problem-solving skills, you will be instrumental in identifying and overcoming RF challenges, ensuring robust designs that operate seamlessly in diverse and demanding environments.

You will collaborate with cross-functional teams and global partners to verify and refine wireless designs, using state-of-the-art tools and methodologies. Your work will directly contribute to the development of reliable, high-performance solutions that serve Law Enforcement, Public Safety, and the communities they protect. Through your efforts, you will help deliver transformative technologies that empower public safety professionals and redefine industry standards.

What You’ll Do

• Design and implement test plans to evaluate the performance of wirelessly connected devices, ensuring they meet stringent product and regulatory requirements.
• Record RF test data and organize results, creating clear, actionable reports.
• Present findings and recommendations to cross-functional teams, enabling swift resolution of design challenges.
• Evaluate RF performance characteristics such as Total Radiated Power (TRP), Total Isotropic Sensitivity (TIS), and other over-the-air (OTA) metrics for cellular-enabled wireless devices using advanced equipment. (CMX500 and CMW500 in controlled chamber environments).
• Use instruments like spectrum analyzers and radio communication testers to assess conducted performance of wireless technologies, including LTE, 5G, Wi-Fi, Bluetooth, and GNSS.
• Support product field evaluations to validate RF performance under diverse real-world conditions, such as urban or rural environments
• As part of a collaborative team, investigate and debug issues such as poor sensitivity, low transmit power, or signal interference in wireless devices.
• Assist in the regulatory pre-certification and formal certification test efforts for hardware by preparing test samples, working closely with external test labs, troubleshooting issues, and ensuring successful completion of certification activities.
• Expand your knowledge of RF systems, testing methodologies, and certification standards while working closely with experienced engineers to develop your technical expertise and contribute to innovative designs.

What Your Bring

• Bachelor’s degree in Electrical Engineering, RF Engineering or similar discipline.
• Minimum of 3 years of hands-on embedded RF and wireless device testing experience
• Minimum of 3 years of wireless device test plan development for evaluating performance of various wireless interfaces against system and product requirements
• Solid understanding of basic RF principles and theory, familiar with basic RF technology circuitry stages and topologies.
• Experience characterizing RF components such as filters, switches, passives and signal paths.
• Experience testing modern RF hardware including multiband Wi-Fi, Bluetooth, Cellular (LTE, 5G FR1), and multi-constellation GNSS at the circuit, subsystem and device levels. Cellular experience is a must-have.
• High level of familiarity of cellular certification processes, test requirements, and test methods (PTCRB, CTIA, GCF, Carrier testing, etc), with hands on experience with device pretesting
• Familiarity of worldwide EMC and intentional radiator regulatory standards and test methods (FCC, CE, ETSI, etc). Hands on experience a plus.
• Proficient with hands-on operation of RF equipment such as RF communication testers (CMW, CMX, Litepoint), Network Analyzers, Spectrum Analyzers, RF power meters, Signal Generators, RF Test chambers
• Experience with collaborative RF debug at device and circuit level
• Familiarity reading electronics schematics, layout and mechanical drawings.
• Strong documentation and communication capabilities to effectively report test procedures, test results, and recommendations to the design team
• Motivated to operate independently, within cross-functional in-house design teams, and with external resources and test facilities.

Preferred Qualifications

• Familiar with Linux command line
• Experience with CMWrun test scripting tool

Benefits that Benefit You

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, Dental, Vision plans
• Fitness Programs
• Emotional & Mental Wellness support
• Learning & Development programs
• And more...