Principal Support Escalation Engineer

Summary

Join Alpaca, a leading brokerage infrastructure technology company, as a Technical Support Engineer. Drive the evolution of our customer-facing technical support, ensuring scalability and efficiency to deliver exceptional client service. You will solve complex L2 escalations, optimize L3 handoffs, improve support processes, and collaborate on root cause analysis. This role requires 7+ years of experience in technical escalation or support engineering, proficiency with distributed systems and APIs, and strong communication skills. Alpaca offers competitive salary and stock options, along with comprehensive health benefits starting day one and additional perks.

Requirements

• Have 7+ years of experience in technical escalation or support engineering
• Excel at troubleshooting complex distributed systems and APIs
• Be proficient with SQL and have experience with basic Kubernetes troubleshooting
• Communicate technical information clearly and document meticulously
• Have experience with the Grafana Observability stack for log querying and metric analysis
• Have 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

Responsibilities

• Solve Complex L2 Escalations: Provide hands-on troubleshooting and resolution for critical technical issues, dedicating 50% of your time to direct customer problem-solving
• Optimize L3 Escalation Handoffs: Streamline the escalation process for L3 handoffs, providing detailed solution requirements and maintaining SLA adherence
• 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

Preferred Qualifications

• Have experience with Golang, Kafka, or RabbitMQ
• Develop internal support automation tools
• Contribute to public technical documentation
• Have experience with the performance tuning of Postgres databases

Benefits

• Competitive Salary & Stock Options
• Benefits: 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