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Principal Support Escalation Engineer

Remote: 
Full Remote
Contract: 
Full time
Work from: 
Hungary, Japan, Nigeria, United Kingdom, Brazil, Canada

Offer summary

Qualifications:

7+ years of experience in technical escalation or support engineering., Proficient with SQL and basic Kubernetes troubleshooting., Strong communication skills for conveying technical information clearly., Experience with the Grafana Observability stack and Git for version control..

Key responsabilities:

  • Provide hands-on troubleshooting for critical technical issues, dedicating 50% of time to customer problem-solving.
  • Streamline the escalation process for L3 handoffs and maintain SLA adherence.
  • Audit and improve escalation workflows through code, tooling, and training.
  • Collaborate with cross-functional teams to identify and resolve recurring issues.

Alpaca logo
Alpaca Financial Services Scaleup https://alpaca.markets/
201 - 500 Employees
See all jobs

Job description

Who We Are:

Alpaca is a US California headquartered brokerage infrastructure technology company and self-clearing broker-dealer, delivering execution and custody solutions for Stocks, ETFs, Options, Cryptocurrencies, and more, and has raised over $170 million in funding. Amongst our subsidiaries, Alpaca is a licensed financial services company in multiple countries, and we serve hundreds of financial institutions globally such as broker-dealers, investment advisors, hedge funds, and crypto exchanges.

Alpaca’s globally distributed team members bring in diverse experiences such as engineers, traders, and brokerage professionals to achieve our Mission of opening financial services to everyone on the planet. We are also deeply committed to open-source contributions and fostering a vibrant community. We will continue to enhance and improve our award-winning developer-friendly API and the infrastructure behind it.



Our Team Members:

We’re a team of 150+ globally distributed members who love working from our favorite places worldwide. Our team spans the USA, Canada, Japan, Hungary, Nigeria, Brazil, the United Kingdom, and more!

We’re looking for candidates eager to join Alpaca’s growing organization, who are excited about our Mission of “Open financial services to everyone on the planet and share our Values of “Stay Curious,” “Have Empathy,” and “Be Accountable.”

 

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

 

Things You Get To Do:

  • 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.

Who You Are (Must-Haves):

  • 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 and have experience with basic Kubernetes troubleshooting.
  • You communicate technical information clearly and document meticulously.
  • You have experience with the Grafana Observability stack for log querying and metric analysis.
  • You have experience with Git for version control and scripting (e.g. shell, Python).
  • You drive process improvements and SLA performance.
  • You understand FinTech concepts and API-driven financial platforms.

Who You Might Be (Nice-to-Haves):

  • You have experience with Golang, Kafka, or RabbitMQ.
  • You develop internal support automation tools.
  • You contribute to public technical documentation.
  • You have experience with the performance tuning of Postgres databases.

Our Tech & Infrastructure Stack:

  • Services running on Kubernetes (GCP)  
  • Golang
  • Postgres
  • RabbitMQ
How We Take Care of You:
  • 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

Alpaca is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.

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Required profile

Experience

Industry :
Financial Services
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

SQL (Programming Language)Escalation ManagementKubernetesGit (Version Control System)ScriptingDistributed ComputingGrafanaFinanceApplication Programming Interface (API)Process ImprovementPerformance Systems AnalysisPostgreSQLProfessional Services AutomationEngineering DocumentationApache KafkaRabbitMQ

Other Skills

  • Troubleshooting (Problem Solving)
  • Communication
Are you interested?

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