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Principal Support Escalation Engineer @Alpaca

[Hiring] Principal Support Escalation Engineer @Alpaca

Apr 05, 2025 - Alpaca is hiring a remote Principal Support Escalation Engineer. 💸 Salary: competitive salary & stock options. 📍Location: Eastern Europe.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

Drive the evolution of Alpaca’s customer facing technical support, ensuring scalability and efficiency to deliver exceptional client service.

  • Provide hands-on troubleshooting and resolution for critical technical issues, dedicating 50% of your time to direct customer problem-solving.
  • Streamline the escalation process for L3 handoffs, providing detailed solution requirements and maintaining SLA adherence.
  • Audit escalation workflows and improve via code, tooling, and training to minimize L3 escalations.
  • Collaborate with Support, Product, and Engineering to identify and resolve recurring issues, and ensure continuous product improvement.
  • Create and manage internal knowledge bases, runbooks, and troubleshooting guides, contributing to public documentation as needed.
  • Lead the implementation of the technical support strategy, to scale and deliver world-class client service.

Qualifications

  • 7+ years of experience in technical escalation or support engineering.
  • Excel at troubleshooting complex distributed systems and APIs.
  • Proficient with SQL and have experience with basic Kubernetes troubleshooting.
  • Communicate technical information clearly and document meticulously.
  • Experience with the Grafana Observability stack for log querying and metric analysis.
  • Experience with Git for version control and scripting (e.g. shell, Python).
  • Drive process improvements and SLA performance.
  • Understand FinTech concepts and API-driven financial platforms.

Requirements

  • Experience with Golang, Kafka, or RabbitMQ (Nice-to-Have).
  • Develop internal support automation tools (Nice-to-Have).
  • Contribute to public technical documentation (Nice-to-Have).
  • Experience with the performance tuning of Postgres databases (Nice-to-Have).

Benefits

  • Competitive Salary & Stock Options
  • Health benefits start on day 1. In the US this includes Medical, Dental, Vision. In Canada, this includes supplemental health care. In Japan, you are offered local benefits. Internationally, this includes a stipend value to offset medical costs.
  • New Hire Home-Office Setup: One-time USD $500
  • Monthly Stipend: USD $150 per month via a Brex Card
  • Work with awesome hard working people, super smart and cool clients and innovative partners from around the world

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Before You Apply
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📍 Be aware of the location restriction for this remote position: Eastern Europe
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
Back to Remote jobs  >   Customer Service
Principal Support Escalation Engineer @Alpaca
Customer Service
Salary 💸 competitive salary & stock options
Remote Location
Eastern Europe
Job Type unspecified
Posted Apr 05, 2025
Apply for this position Unlock 54,438 Remote Jobs
️
📍 Be aware of the location restriction for this remote position: Eastern Europe
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
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