The Senior Escalation Engineer at Alpaca will serve as the primary technical expert for key enterprise customers in the APAC region, leading the resolution of critical and complex technical issues. This role is central to improving support processes and enhancing the scalability of Alpaca's support organization through close collaboration with engineering, product, and support teams.
What You'll Do
- Proactively engage with enterprise customers to provide hands-on troubleshooting and resolution for critical technical issues
- Lead investigations into recurring technical issues by collaborating with Support, Product, and Engineering teams to identify underlying problems and champion their resolution
- Audit escalation workflows and improve via code, tooling, and training to minimize L3 escalations
- Create and manage internal knowledge bases, runbooks, and troubleshooting guides, contributing to public documentation as needed
What We're Looking For
- 4+ years of experience in technical escalation or support engineering
- Excellent troubleshooting skills for complex distributed systems and APIs
- Proficiency with SQL, Kubernetes, and Grafana
- Experience driving process improvements and SLA performance
- Superior communication skills on complex technical findings for both internal and external audiences
- Ability to build strong relationships, establishing trust and rapport with technical teams at enterprise-level partners
- Understanding of FinTech concepts, API-driven financial platforms, and ITIL concepts
- Willingness to work in an APAC shift region, starting at 5:00 PM EST
Nice to Have
- Experience with GCP, Golang, Kafka, or RabbitMQ
- Experience developing internal support automation tools
- Contribution to public technical documentation
- Experience with performance tuning of Postgres databases
- Online securities trading experience
Technical Stack
- Google Cloud Platform
- Kubernetes
- Golang
- Postgres
- RabbitMQ
- SQL
- Grafana
- Kafka
Team & Environment
- Team size: 230+
- Structure: globally distributed team
Benefits & Compensation
- Competitive Salary & Stock Options
- Health Benefits
- One-time USD $500 New Hire Home-Office Setup
- Monthly USD $150 stipend via Brex Card
Compensation: Competitive salary, Stock Options, Monthly stipend: USD $150 via Brex Card
Work Mode
Global team with flexibility — teammates work from favorite places around the world, including USA, Canada, Japan, Hungary, Nigeria, Brazil, UK, and beyond.
Alpaca is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.
