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Alpaca is a US-headquartered global leader in agent-first brokerage infrastructure serving hundreds of financial institutions across 40 countries. The company provides institutional-grade APIs for stocks, ETFs, options, crypto, fixed income, and 24/5 trading, supporting over 10 million brokerage accounts. Backed by $400M in funding from top-tier investors including Spark Capital and Y Combinator, Alpaca operates a globally distributed team of 400+ members.
As a Production Support Engineer, you will serve as the primary technical expert for key enterprise customers in the APAC region, leading resolution of critical and complex customer issues while driving process improvements to increase support organization efficiency and scalability.
Key responsibilities include: leading complex L2 escalations with hands-on troubleshooting for critical technical issues; driving root cause analysis by collaborating with Support, Product, and Engineering teams to identify and champion resolution of underlying problems; improving support process efficiency through audits of escalation workflows and implementation of code, tooling, and training to minimize L3 escalations; and developing technical documentation including internal knowledge bases, runbooks, and troubleshooting guides.
Required qualifications: 4+ years of experience in technical escalation or support engineering; expertise in troubleshooting complex distributed systems and APIs; proficiency with SQL, Kubernetes, and Grafana; demonstrated ability to drive process improvements and SLA performance; superior communication skills for explaining complex technical findings to internal and external audiences; strong relationship-building skills with enterprise-level technical teams; understanding of FinTech concepts, API-driven financial platforms, and ITIL concepts; availability to work APAC shift region starting at 5:00 PM EST.
Nice-to-have skills include experience with GCP, Golang, Kafka, RabbitMQ, and development of internal support automation tools.
