Production Support Engineer

Alpaca is a global leader in agent-first brokerage infrastructure, serving financial institutions worldwide with institutional-grade APIs. We are looking for a Production Support Engineer to serve as a primary technical expert for our enterprise customers, ensuring the stability and scalability of our platform.

Key responsibilities

• Lead complex L2 escalations by providing hands-on troubleshooting and resolution for critical technical issues.
• Drive root cause analysis by collaborating with Product and Engineering teams to identify and resolve recurring technical problems.
• Audit and improve escalation workflows through code, tooling, and training to enhance support efficiency.
• Develop and maintain internal knowledge bases, runbooks, and technical documentation to support team operations.

Requirements

• 4+ years of experience in technical escalation or support engineering roles.
• Strong proficiency in troubleshooting complex distributed systems and APIs.
• Technical expertise in SQL, Kubernetes, and Grafana.
• Excellent communication skills with the ability to explain complex findings to both internal and external stakeholders.
• Ability to work in an APAC shift region, starting at 5:00 PM EST.
• Understanding of FinTech concepts and API-driven financial platforms.

What we offer

• Competitive salary and stock options package.
• Comprehensive health benefits.
• One-time home-office setup allowance of USD $500.
• Monthly stipend of USD $150 provided via a company card.