Remote Production Support Engineer

Description:

• Alpaca is a US-headquartered self-clearing broker-dealer and brokerage infrastructure for various financial instruments including stocks, ETFs, options, crypto, and fixed income.
• The company has raised over $170 million in funding, supporting its vision of opening financial services to everyone globally.
• Alpaca serves hundreds of financial institutions across 40 countries with institutional-grade APIs, totaling over 6 million brokerage accounts.
• The team consists of over 230 globally distributed members who work remotely from various locations around the world.
• The Production Support Engineer will drive the evolution of Alpaca’s customer-facing technical support, ensuring scalability and efficiency to deliver exceptional client service.
• Responsibilities include solving complex L2 escalations, improving support process efficiency, driving cross-functional root cause analysis, developing and maintaining comprehensive technical documentation, and scaling technical support.

Requirements:

• Candidates must have 7+ years of experience in technical escalation or support engineering.
• Proficiency in troubleshooting complex distributed systems and APIs is required.
• Candidates should be skilled in SQL, Kubernetes, and GCP.
• Strong communication skills for conveying technical information clearly and documenting meticulously are essential.
• Experience in driving process improvements and SLA performance is necessary.
• A solid understanding of FinTech concepts and API-driven financial platforms is required.
• Familiarity with Golang, Kafka, or RabbitMQ is preferred.
• Experience in developing internal support automation tools is necessary.
• Contribution to public technical documentation is expected.
• Experience with performance tuning of Postgres databases is required.

Benefits:

• The position offers a competitive salary and stock options.
• Health benefits are provided to employees.
• New hires receive a one-time home-office setup allowance of USD $500.
• Employees receive a monthly stipend of USD $150 via a Brex Card.