About the company
Alpaca is a US-headquartered, global leader in agent-first brokerage infrastructure for stocks, ETFs, options, crypto, fixed income, 24/5 trading, and more. Amongst our subsidiaries, Alpaca is a licensed financial services company, serving hundreds of financial institutions across 40 countries with our institutional-grade APIs. Our global team is a diverse group of experienced engineers, traders, and brokerage professionals. Alpaca is backed by $400 million in funding from top-tier global investors.
Responsibilities
- 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.
- 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.
Requirements
- 4+ years of experience in technical escalation or support engineering.
- Excellent troubleshooting skills for complex distributed systems and APIs.
- Proficiency with SQL, Kubernetes, and Grafana.
- Strong communication skills for complex technical findings.
- Ability to build strong relationships with technical teams at enterprise-level partners.
- Understanding of FinTech concepts, API-driven financial platforms, and ITIL concepts.
- Must be eligible to work without sponsorship.
- Will work in an APAC shift region, starting at 5:00 PM EST.
Nice-to-have:
- Experience with GCP, Golang, Kafka, or RabbitMQ.
- Experience developing internal support automation tools.
- Experience contributing to public technical documentation.
- Experience with performance tuning of Postgres databases.
- Online securities trading experience.
Conditions
- 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