Production Support Engineer

Job Description

<h3>Job Description</h3><p>Job Description<p><p><p><strong>Who We Are:</strong></p><p>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 C funding round brought our total investment to over $170 million, fueling our ambitious vision.</p><p>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.</p><p>Our global team is a diverse group of experienced engineers, traders, and brokerage professionals who are working to achieve our mission of <strong>opening financial services to everyone on the planet</strong>. We&#39;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.</p><p>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.</p><p></p><p><strong>Our Team Members:</strong></p><p>We&#39;re 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!<br><br>We&#39;re searching for passionate individuals eager to contribute to Alpaca&#39;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></p><p><p><p><strong></strong></p><p><p><p></p><p><p><p>Drive the evolution of Alpaca&#39;s customer facing technical support, ensuring scalability and efficiency to deliver exceptional client service.</p></p></p></p></p><p><p></p></p></p></p><p><p><p><strong></strong></p><p><p><p></p><p><p><ul><li><p><strong>Solve Complex L2 Escalations:</strong> Provide hands-on troubleshooting and resolution for critical technical issues, dedicating 50% of your time to direct customer problem-solving.</p></li></ul><ul><li><p><strong>Improve Support Process Efficiency:</strong> Audit escalation workflows and improve via code, tooling, and training to minimize L3 escalations.</p></li><li><p><strong>Drive Cross-Functional Root Cause Analysis:</strong> Collaborate with Support, Product, and Engineering to identify and resolve recurring issues, and ensure continuous product improvement.</p></li><li><p><strong>Develop and Maintain Comprehensive Technical Documentation:</strong> Create and manage internal knowledge bases, runbooks, and troubleshooting guides, contributing to public documentation as needed.</p></li><li><p><strong>Scale Technical Support:</strong> Lead the implementation of the technical support strategy to scale and deliver world-class client service.</p></li></ul></p></p></p></p><p><p></p></p></p></p><p><p><p><strong></strong></p><p><p><p></p><p><p><ul><li><p>You have 7+ years of experience in technical escalation or support engineering.</p></li><li><p>You excel at troubleshooting complex distributed systems and APIs.</p></li><li><p>You are proficient with SQL, Kubernetes, and GCP.</p></li><li><p>You communicate technical information clearly and document meticulously.</p></li><li><p>You drive process improvements and SLA performance.</p></li><li><p>You understand FinTech concepts and API-driven financial platforms.</p></li></ul></p></p></p></p><p><p><p></p></p></p></p></p><p><p><p><strong></strong></p><p><p><p><p><ul><li><p>You have experience with Golang, Kafka, or RabbitMQ.</p></li><li><p>You develop internal support automation tools.</p></li><li><p>You contribute to public technical documentation.</p></li><li><p>You have experience with performance tuning of Postgres databases.</p></li></ul></p></p></p></p></p></p><p><strong>How We Take Care of You:</strong><ul><li>Competitive Salary & Stock Options</li><li>Health Benefits</li><li>New Hire Home-Office Setup: One-time USD $500</li><li>Monthly Stipend: USD $150 per month via a Brex Card</li></ul><p><em>Alpaca is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.<br /></em></p><p><em>Recruitment Privacy Policy</em></p></p></p></p>