Production Support Engineer

About the role

This role focuses on being the primary technical expert for Alpaca's enterprise customers in the APAC region. The Production Support Engineer will lead complex L2 escalations, providing direct troubleshooting and resolution for critical technical issues. Success in this position means effectively addressing customer problems and ensuring their satisfaction with Alpaca's financial APIs and infrastructure.

A key part of this role involves driving improvements in support processes. This includes auditing existing escalation workflows, identifying areas for efficiency gains, and implementing solutions through code, tooling, or training. The engineer will also lead root cause analyses for recurring issues, collaborating with product and engineering teams to find and resolve underlying problems, ultimately minimizing future escalations.

The engineer will contribute to the knowledge base by developing and managing internal documentation, runbooks, and troubleshooting guides. Building strong relationships with technical teams at enterprise partners is also crucial. This position requires an understanding of FinTech concepts, API-driven financial platforms, and ITIL concepts, with a work schedule aligned to the APAC shift, starting at 5:00 PM EST.

The annual salary for this position ranges from $75,000 to $125,000 USD, complemented by stock options.

Skills that matter here

• Troubleshooting: This role requires proactive engagement and hands-on troubleshooting to resolve critical technical issues for enterprise customers.
• Distributed systems: The engineer will excel at troubleshooting complex distributed systems, which are central to Alpaca's financial infrastructure.
• SQL: Proficiency in SQL is required to perform data queries and analysis during troubleshooting and root cause investigations.
• Kubernetes: The role requires proficiency with Kubernetes, indicating involvement with container orchestration and deployment environments.
• ITIL concepts: An understanding of ITIL concepts is necessary to improve support process efficiency and manage service delivery effectively.
• APIs: The engineer will work extensively with API-driven financial platforms, requiring expertise in troubleshooting and understanding API interactions.

Who this role suits

• A person who thrives on solving complex technical challenges for external clients.
• Someone who is proactive in identifying and implementing process improvements to enhance efficiency.
• An individual with strong communication skills, capable of explaining complex technical findings to diverse audiences.
• A candidate who enjoys building relationships and establishing trust with technical teams at enterprise-level partners.

From the employer

Your Role

Serve as the primary technical expert for key enterprise customers in the APAC region, leading the resolution of critical and complex customer issues while driving process improvements to increase the efficiency and scalability of our support organization.

Things You Get To Do:

• Lead Complex L2 Escalations: Proactively engage with enterprise customers to provide hands-on troubleshooting and resolution for critical technical issues.
• Drive Root Cause Analysis: Lead investigations into recurring technical issues by collaborating with Support, Product, and Engineering teams to identify underlying problems and champion their resolution.
• Improve Support Process Efficiency: Audit escalation workflows and improve via code, tooling, and training to minimize L3 escalations.
• Develop Technical Documentation: Create and manage internal knowledge bases, runbooks, and troubleshooting guides, contributing to public documentation as needed.

Who You Are (Must-Haves):

• You have 4+ years of experience in technical escalation or support engineering.
• You excel at troubleshooting complex distributed systems and APIs.
• You are proficient with SQL, Kubernetes, and Grafana.
• You drive process improvements and SLA performance.
• You possess superior communication skills on complex technical findings for both internal and external audiences.
• You build strong relationships, establishing trust and rapport with technical teams at enterprise-level partners.
• You understand FinTech concepts, API-driven financial platforms, and ITIL concepts.
• You will work in an APAC shift region, starting at 5:00 PM EST.

Who You Might Be (Nice-to-Haves):

• You have experience with GCP, Golang, Kafka, or RabbitMQ.
• You develop internal support automation tools.
• You contribute to public technical documentation.
• You have experience with performance tuning of Postgres databases.
• You have online securities trading experience.

How We Take Care of You:

• Competitive Salary & Stock Options
• Health Benefits
• New Hire Home-Office Setup: One-time USD $500
• Monthly Stipend: USD $150 per month via a Brex Card.