[Hiring] Production Support Engineer @Alpaca

Role Description

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.

Qualifications

• 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.

Requirements

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

Benefits

• 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