Senior Escalation Engineering

AI overview

Serve as the technical expert for enterprise customers in APAC, resolving complex issues while enhancing support efficiency with collaborative investigations and process improvements.

Who We Are:

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.

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.

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.

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.

 

Our Team Members:

We'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!

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.

Your Role:

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.

Things You Get To Do:

  • Lead Complex L2 Escalations:  Proactively engage with enterprise customers to provide hands-on troubleshooting and resolution for critical technical issues
  • Drive Root Cause Analysis: Lead investigations into recurring technical issues by collaborating with Support, Product, and Engineering teams to identify underlying problems and champion their resolution.
  • Improve Support Process Efficiency: Audit escalation workflows and improve via code, tooling, and training to minimize L3 escalations.
  • Develop Technical Documentation: Create and manage internal knowledge bases, runbooks, and troubleshooting guides, contributing to public documentation as needed. 

Who You Are (Must-Haves):

  • You have 4+ years of experience in technical escalation or support engineering.
  • You excel at troubleshooting complex distributed systems and APIs.
  • You are proficient with SQL, Kubernetes, and Grafana.
  • You drive process improvements and SLA performance 
  • You possess superior communication skills on complex technical findings for both internal and external audiences.
  • You build strong relationships, establishing trust and rapport with technical teams at enterprise-level partners.
  • You understand FinTech concepts, API-driven financial platforms, and ITIL concepts
  • You will work in an APAC shift region, starting at 5:00 PM EST.

Who You Might Be (Nice-to-Haves):

  • You have experience with GCP, Golang, Kafka, or RabbitMQ.
  • You develop internal support automation tools.
  • You contribute to public technical documentation.
  • You have experience with performance tuning of Postgres databases.
  • You have online securities trading experience.

Our Tech & Infrastructure Stack:

  • Microservices running on Google Cloud Platform via Kubernetes
  • Golang
  • Postgres
  • RabbitMQ

Additional Requirements:

  • Must be eligible to work without sponsorship for this role.

How We Take Care of You:

  • Competitive Salary & Stock Options
  • Health Benefits
  • New Hire Home-Office Setup: One-time USD $500
  • Monthly Stipend: USD $150 per month via a Brex Card

Alpaca is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.

Recruitment Privacy Policy

Perks & Benefits Extracted with AI

  • Flexible Work Hours: Monthly Stipend: USD $150 per month via a Brex Card
  • Home Office Stipend: New Hire Home-Office Setup: One-time USD $500

Who We Are: Alpaca is a US California headquartered brokerage infrastructure technology company and self-clearing broker-dealer, delivering execution and custody solutions for Stocks, ETFs, Options, Cryptocurrencies, and more, and has raised over $170 million in funding. Amongst our subsidiaries, Alpaca is a licensed financial services company in multiple countries, and we serve hundreds of financial institutions globally such as broker-dealers, investment advisors, hedge funds, and crypto exchanges as well as millions of individual customers all over the world.   Alpaca’s globally distributed team members bring in diverse experiences such as engineers, traders, and brokerage professionals to achieve our Mission of opening financial services to everyone on the planet. We are also deeply committed to open-source contributions and fostering a vibrant community. We will continue to enhance and improve our award-winning developer-friendly API and the brokerage infrastructure behind it. Our Team Members: We’re a team of 200+ globally distributed members who love working from our favorite places worldwide. Our team spans the USA, Canada, Japan, Hungary, Nigeria, Brazil, the United Kingdom, and more! We’re looking for candidates eager to join Alpaca’s growing organization, who are excited about our Mission of “Open[ing] financial services to everyone on the planet” and share our Values of “Stay Curious,” “Have Empathy,” and “Be Accountable.”

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