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: Customer Support

Our Customer Support team is a highly skilled and dynamic group dedicated to providing exceptional customer service. Each team member plays a crucial role in ensuring that customers receive the best possible experience when seeking assistance, asking questions, or sharing feedback. The team efficiently handles all inbound service requests and communications related to the exchange, ensuring prompt and effective support.

The Role: Associate, Customer Support

At Gemini, our Customer Support Associates play a crucial role in delivering exceptional customer service and ensuring efficient resolution of inquiries. They are dedicated to providing clear, effective support, addressing customer needs with precision, and upholding our high service standards.

We are looking for a driven, self-motivated individual with strong interpersonal skills who thrives in a fast-paced environment. The ideal candidate is highly organized, detail-oriented, proactive, and ready to make an immediate impact by delivering reliable and efficient support to our customers.

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

Responsibilities:

• Manage inbound customer inquiries and issues through Zendesk, providing timely and effective resolutions while ensuring a high level of service and customer satisfaction in English.
• Serve as a liaison between customers and cross-functional teams, ensuring timely issue resolution and clear communication across both languages.
• Handle escalated customer issues with professionalism and efficiency, escalating further as needed.
• Raise concerns to leadership for process improvements, implement workflow efficiencies, and drive projects to completion.
• Assist with scheduled on-call weekend coverage, as needed.
• Maintain a strong understanding of Gemini products and related policies to provide accurate and informed support.
• Support on-call efforts through being responsive and available 24/7/365.
• On occasion, work on weekends and holidays (in-office required).

Qualifications:

• 3–4 years in a customer support capacity or equivalent.
• Familiarity with crypto and blockchain technologies.
• Passionate about providing a great customer experience.
• Experience in financial services support and a regulated environment.
• Experience and comfort with solving complex problems from end to end.
• Basic understanding of financial markets and trading.

• 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.

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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