Alpaca

Production Support Engineer

Alpaca

full-time

Posted on:

Origin:  • 🇨🇦 Canada

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Job Level

SeniorLead

Tech Stack

Distributed SystemsGoGoogle Cloud PlatformKafkaKubernetesPostgresRabbitMQSparkSQL

About the role

  • Drive the evolution of Alpaca’s customer facing technical support, ensuring scalability and efficiency to deliver exceptional client service.
  • Solve Complex L2 Escalations: Provide hands-on troubleshooting and resolution for critical technical issues, dedicating 50% of your time to direct customer problem-solving.
  • Improve Support Process Efficiency: Audit escalation workflows and improve via code, tooling, and training to minimize L3 escalations.
  • Drive Cross-Functional Root Cause Analysis: Collaborate with Support, Product, and Engineering to identify and resolve recurring issues, and ensure continuous product improvement.
  • Develop and Maintain Comprehensive Technical Documentation: Create and manage internal knowledge bases, runbooks, and troubleshooting guides, contributing to public documentation as needed.
  • Scale Technical Support: Lead the implementation of the technical support strategy to scale and deliver world-class client service.

Requirements

  • You have 7+ 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 GCP.
  • You communicate technical information clearly and document meticulously.
  • You drive process improvements and SLA performance.
  • You understand FinTech concepts and API-driven financial platforms.