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Production Support Engineer

1 hour, 28 minutes ago
Asia
Full-time
Mid Level
Technical Support Engineer
DevOps and Infrastructure
GCP 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 11

Description

  • Serve as the primary technical expert for key enterprise customers in the APAC region.
  • Lead hands-on troubleshooting and resolution of critical L2 technical escalations.
  • Drive root cause analysis by partnering with Support, Product, and Engineering to identify recurring issues and resolve them.
  • Audit escalation workflows and improve support efficiency through code, tooling, and training.
  • Minimize L3 escalations by strengthening processes and support capabilities.
  • Create and maintain internal knowledge bases, runbooks, and troubleshooting guides.
  • Contribute to public technical documentation when needed.
  • Build strong relationships with enterprise technical teams and communicate complex findings clearly.
  • Support process improvements that increase the scalability of the support organization.

Requirements

  • 4+ years of experience in technical escalation or support engineering.
  • Experience troubleshooting complex distributed systems and APIs.
  • Proficiency with SQL, Kubernetes, and Grafana.
  • Ability to improve process efficiency and SLA performance.
  • Strong communication skills for explaining complex technical findings to internal and external audiences.
  • Ability to build trust and rapport with enterprise technical teams.
  • Understanding of FinTech concepts, API-driven financial platforms, and ITIL concepts.
  • Availability to work an APAC shift starting at 5:00 PM EST.
  • Experience with GCP, Golang, Kafka, or RabbitMQ preferred.
  • Experience with performance tuning of Postgres databases preferred.
  • Experience with internal support automation tools preferred.
  • Experience contributing to public technical documentation preferred.
  • Online securities trading experience preferred.
  • Must be eligible to work without sponsorship.

Benefits

  • Competitive salary with stock options.
  • Health benefits.
  • One-time USD $500 new hire home-office setup stipend.
  • Monthly USD $150 stipend via Brex Card.

Interested in this position?

Apply directly on the company website

Apply Now

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