Principal Support Escalation Engineer, Alpaca

• 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.”
• 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

Desirable

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