Production Support Engineer
Production Support Engineer
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Job Description
Who We Are:
Alpaca is a US-headquartered self-clearing broker-dealer and brokerage infrastructure for stocks ETFs options crypto fixed income 24/5 trading and more. Ourrecent Series C funding round brought our total investment to over $170 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 totalling over 6 million brokerage accounts.
Our global team is a diverse group of experienced engineers traders and brokerage professionals who are working to achieve our mission ofopening financial services to everyone on the planet. Were 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.
Alpaca is proudly backed by top-tier global investors including Portage Ventures Spark Capital Tribe Capital Social Leverage Horizons Ventures Unbound SBI Group Derayah Financial Elefund and Y Combinator.
Our Team Members:
Were a dynamic team of 230 globally distributed members who thrive working from our favorite places around the world with teammates spanning the USA Canada Japan Hungary Nigeria Brazil the UK and beyond!
Were searching for passionate individuals eager to contribute to Alpacas rapid growth. If you align with our core valuesStay Curious Have Empathy and Be Accountableand are ready to make a significant impact we encourage you to apply.
Drive the evolution of Alpacas customer facing technical support ensuring scalability and efficiency to deliver exceptional client service.
Solve Complex L2 Escalations: Provide hands-on troubleshooting and resolution for critical technical issues dedicating 50% of your time to direct customer problem-solving.
Improve Support Process Efficiency: Audit escalation workflows and improve via code tooling and training to minimize L3 escalations.
Drive Cross-Functional Root Cause Analysis: Collaborate with Support Product and Engineering to identify and resolve recurring issues and ensure continuous product improvement.
Develop and Maintain Comprehensive Technical Documentation: Create and manage internal knowledge bases runbooks and troubleshooting guides contributing to public documentation as needed.
Scale Technical Support: Lead the implementation of the technical support strategy to scale and deliver world-class client service.
You have 7 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 GCP.
You communicate technical information clearly and document meticulously.
You drive process improvements and SLA performance.
You understand FinTech concepts and API-driven financial platforms.
You have experience with 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.
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 proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.
Employment Type
Full-Time
