Production Engineer

• 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.

Production Support Engineer

Engineering Manager, Production Engineering