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Production Support Engineer

2 weeks, 6 days ago
Asia, Oceania
Full-time
Mid Level
Technical Support Engineer
DevOps and Infrastructure
Go Grafana Kafka Kubernetes Microservices PostgreSQL RabbitMQ SQL
Apply Now
Alpaca

Alpaca

Alpaca is a developer-first API for stock and crypto trading, offering easy-to-use APIs for building apps and trading algorithms.

Capital Markets
51-250
Founded 2015
$87M raised
View All Jobs 51

Description

  • Lead hands-on troubleshooting and resolution of critical L2 escalations for enterprise customers.
  • Drive root-cause analyses of recurring technical issues with Support, Product, and Engineering teams.
  • Audit and improve escalation workflows through code, tooling, and training to reduce L3 escalations.
  • Create and maintain internal knowledge bases, runbooks, and troubleshooting guides.
  • Contribute to public technical documentation when needed.
  • Build trusted relationships with technical teams at enterprise partners and communicate findings to internal and external audiences.
  • Support process improvements and SLA performance initiatives.

Requirements

  • 4+ years of experience in technical escalation or support engineering.
  • Experience troubleshooting complex distributed systems and APIs.
  • Proficiency with SQL, Kubernetes, and Grafana.
  • Understanding of FinTech concepts, API-driven financial platforms, and ITIL concepts.
  • Strong technical communication and relationship-building skills.
  • Availability for the APAC shift beginning at 5:00 PM EST.
  • Eligibility to work without sponsorship.
  • Experience with GCP, Golang, Kafka, or RabbitMQ preferred.
  • Experience developing internal support automation tools preferred.
  • Experience with Postgres performance tuning or online securities trading preferred.

Benefits

  • Competitive salary and stock options.
  • Health benefits.
  • $500 one-time new-hire home-office setup allowance.
  • $150 monthly stipend via a Brex Card.

Interested in this position?

Apply directly on the company website

Apply Now

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