[Remote] Senior Escalation Engineering at Alpaca

Apac, Apac, Uganda

Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Brokerage, FinTechIndustries

Requirements

4+ years of experience in technical escalation or support engineering
Excel at troubleshooting complex distributed systems and APIs
Proficient with SQL, Kubernetes, and Grafana
Drive process improvements and SLA performance
Superior communication skills on complex technical findings for both internal and external audiences
Build strong relationships, establishing trust and rapport with technical teams at enterprise-level partners
Understand FinTech concepts, API-driven financial platforms, and ITIL concepts
Work in an APAC shift region, starting at 5:00 PM EST
Eligible to work without sponsorship for this role

Responsibilities

Lead Complex L2 Escalations: Proactively engage with enterprise customers to provide hands-on troubleshooting and resolution for critical technical issues
Drive Root Cause Analysis: Lead investigations into recurring technical issues by collaborating with Support, Product, and Engineering teams to identify underlying problems and champion their resolution
Improve Support Process Efficiency: Audit escalation workflows and improve via code, tooling, and training to minimize L3 escalations
Develop Technical Documentation: Create and manage internal knowledge bases, runbooks, and troubleshooting guides, contributing to public documentation as needed
Serve as the primary technical expert for key enterprise customers in the APAC region, leading the resolution of critical and complex customer issues while driving process improvements to increase the efficiency and scalability of our support organization

Skills

Key technologies and capabilities for this role

Escalation EngineeringTechnical SupportCustomer Issue ResolutionProcess ImprovementAPAC RegionBrokerage APIsFinancial Services

Questions & Answers

Common questions about this position

What work arrangement does Alpaca offer?

Alpaca supports a globally distributed team where members thrive working from their favorite places around the world.

What are the must-have skills for this Senior Escalation Engineering role?

Candidates must have 4+ years of experience in technical escalation or support engineering, excel at troubleshooting complex distributed systems and APIs, be proficient with SQL, Kubernetes, and Grafana, drive process improvements and SLA performance, and possess superior communication skills on complex tech.

What are Alpaca's core values?

Alpaca's core values are Stay Curious, Have Empathy, and Be Accountable.

What is the salary for this position?

This information is not specified in the job description.

What makes a strong candidate for this role at Alpaca?

A strong candidate aligns with Alpaca's core values of Stay Curious, Have Empathy, and Be Accountable, and is passionate about contributing to the company's rapid growth with the listed must-have technical experience.

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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