Production Support Engineer

Alpaca is a US-headquartered self-clearing broker-dealer and brokerage infrastructure for stocks, ETFs, options, crypto, fixed income, 24/5 trading, and more. Our recent Series D funding round brought our total investment to over $320 million, fueling our ambitious vision. Amongst our subsidiaries, Alpaca is a licensed financial services company, serving hundreds of financial institutions across 40 countries with our institutional-grade APIs. This includes broker-dealers, investment advisors, wealth managers, hedge funds, and crypto exchanges, totaling over 9 million brokerage accounts. Our global team is a diverse group of experienced engineers, traders, and brokerage professionals who are working to achieve our mission of opening financial services to everyone on the planet. We're deeply committed to open-source contributions and fostering a vibrant community, continuously enhancing our award-winning, developer-friendly API and the robust infrastructure behind it.

### 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.

Alpaca is a global leader in brokerage infrastructure APIs, providing access to stocks, ETFs, options, fixed income, and crypto, along with embeddable finance solutions like tokenization and securities lending. It serves retail traders, institutional investors, app developers, and fintech companies worldwide through its API-first platform. The company, originally started in 2015 as a database and machine learning firm, is headquartered in San Mateo, California.