Production Support Engineer

Toronto, Ontario, Canada

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Brokerage, FintechIndustries

Requirements

Candidates must possess over 7 years of experience in technical escalation or support engineering, with expertise in troubleshooting complex distributed systems and APIs. Proficiency in SQL, Kubernetes, and GCP is required, along with strong communication and documentation skills. A solid understanding of FinTech concepts and API-driven financial platforms is also necessary. Experience with Golang, Kafka, RabbitMQ, performance tuning of Postgres databases, developing internal support automation tools, and contributing to public technical documentation are considered advantageous.

Responsibilities

The Production Support Engineer will drive the evolution of customer-facing technical support, ensuring scalability and efficiency to deliver exceptional client service. This role involves solving complex L2 escalations by dedicating 50% of time to direct customer problem-solving. Responsibilities include improving support process efficiency by auditing escalation workflows and minimizing L3 escalations through code, tooling, and training. The engineer will also drive cross-functional root cause analysis by collaborating with Support, Product, and Engineering teams to identify and resolve recurring issues and ensure continuous product improvement. Additionally, they will develop and maintain comprehensive technical documentation, including internal knowledge bases and runbooks, and lead the implementation of the technical support strategy to scale and deliver world-class client service.

Skills

Production Support

Troubleshooting

Technical Support

L2 Escalations

API

Alpaca

API-first brokerage for stock trading

About Alpaca

Alpaca Securities LLC operates in the stock brokerage industry by providing an API-first brokerage service that allows other businesses to create their own trading applications. This service enables companies to integrate stock trading functionality into their platforms without the need to become brokers themselves, saving them time and resources. Alpaca's API supports seamless trading experiences for users and includes features like Local Currency Trading, which allows international investors to trade US stocks in their local currency. Additionally, Alpaca offers crypto wallets and coin pair trading, expanding the financial services available to its clients. Unlike traditional brokers, Alpaca focuses on a business-to-business model, catering primarily to other companies that want to offer trading services to their customers. The goal of Alpaca is to simplify the trading process for businesses and their users while providing a secure and efficient platform for executing trades.

San Mateo, CaliforniaHeadquarters

2015Year Founded

$84.5MTotal Funding

CONVERTIBLECompany Stage

Fintech, Financial ServicesIndustries

201-500Employees

Benefits

Competitive salary & stock options

Medical, dental, & vision

Home office setup stipend

Monthly Brex Card stipend

Risks

Increased competition from fintech platforms like GUGU offering commission-free trading.

Potential regulatory challenges in international markets may complicate Alpaca's expansion.

Self-clearing transition introduces operational risks in managing settlement processes.

Differentiation

Alpaca offers API-first brokerage services, enabling businesses to build trading applications.

Alpaca supports local currency trading, simplifying US stock trading for international investors.

Alpaca provides crypto wallets and coin pair trading, expanding financial services for clients.

Upsides

Alpaca's self-clearing transition enhances asset transfers and securities lending opportunities.

Partnership with Derayah Financial accelerates Middle Eastern business expansion for Alpaca.

Alpaca's limit orders and extended hours trading for fractional shares lead retail trading.

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