Production Support Engineer

<div class="content-intro"><p><strong>Who We Are:</strong></p> <p><strong>Alpaca is a US-headquartered, global leader in agent-first brokerage infrastructure&nbsp;</strong>for stocks, ETFs, options, crypto, fixed income, 24/5 trading, and more.<br><br>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 10 million brokerage accounts.<br><br>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.<br><br><strong>Alpaca is proudly backed by $400 million in funding from top-tier global investors including Portage Ventures, Spark Capital, Tribe Capital, Social Leverage, Horizons Ventures, Opera Tech Ventures, SBI Group, Derayah Financial, Unbound, Peak XV, Elefund, and Y Combinator.</strong><br><br><strong>Our Team Members:</strong></p> <p>We're a dynamic team of 400+ 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!<br><br>We're searching for passionate individuals eager to contribute to Alpaca's rapid growth. If you align with our core values—Stay Curious, Have Empathy, and Be Accountable—and are ready to make a significant impact, we encourage you to apply.</p></div><p><span style="font-size: 12pt;"><strong>Your Role</strong></span></p> <p><span style="font-size: 12pt;">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.</span></p> <p><span style="font-size: 12pt;"><strong>Things You Get To Do:</strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Lead Complex L2 Escalations: </strong>Proactively engage with enterprise customers to provide hands-on troubleshooting and resolution for critical technical issues</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Drive Root Cause Analysis:</strong> Lead investigations into recurring technical issues by collaborating with Support, Product, and Engineering teams to identify underlying problems and champion their resolution.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Improve Support Process Efficiency:</strong> Audit escalation workflows and improve via code, tooling, and training to minimize L3 escalations.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Develop Technical Documentation:</strong> Create and manage internal knowledge bases, runbooks, and troubleshooting guides, contributing to public documentation as needed.</span></li> </ul> <p><span style="font-size: 12pt;"><strong>Who You Are (Must-Haves):</strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You have 4+ years of experience in technical escalation or support engineering.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You excel at troubleshooting complex distributed systems and APIs.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You are proficient with SQL, Kubernetes, and Grafana.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You drive process improvements and SLA performance</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You possess superior communication skills on complex technical findings for both internal and external audiences.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You build strong relationships, establishing trust and rapport with technical teams at enterprise-level partners.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You understand FinTech concepts, API-driven financial platforms, and ITIL concepts</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You will work in an APAC shift region, starting at 5:00 PM EST.</span></li> </ul> <p><span style="font-size: 12pt;"><strong>Who You Might Be (Nice-to-Haves):</strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You have experience with GCP, Golang, Kafka, or RabbitMQ.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You develop internal support automation tools.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You contribute to public technical documentation.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You have experience with performance tuning of Postgres databases.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You have online securities trading experience.</span></li> </ul> <p><span style="font-size: 12pt;"><strong>Our Tech &amp; Infrastructure Stack:</strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Microservices running on Google Cloud Platform via Kubernetes</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Golang</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Postgres</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">RabbitMQ</span></li> </ul> <p><span style="font-size: 12pt;"><strong>Additional Requirements:</strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Must be eligible to work without sponsorship for this role.</span></li> </ul><div class="content-conclusion"><h3><strong>How We Take Care of You:</strong></h3> <ul> <li style="font-weight: 400; text-align: justify;"><span style="font-weight: 400;">Competitive Salary &amp; Stock Options</span></li> <li style="text-align: justify;">Health Benefits</li> <li style="font-weight: 400; text-align: justify;"><span style="font-weight: 400;">New Hire Home-Office Setup: One-time USD $500</span></li> <li style="font-weight: 400; text-align: justify;"><span style="font-weight: 400;">Monthly Stipend: USD $150 per month via a Brex Card</span></li> </ul> <p><em><span style="font-weight: 400;">Alpaca is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.<br></span></em></p> <p><span style="font-size: 8pt;"><a href="https://files.alpaca.markets/disclosures/AlpacaRecruitmentPrivacyPolicy.pdf"><em><span style="font-weight: 400;">Recruitment Privacy Policy</span></em></a></span></p></div>