Production Support Engineer

Alpaca; Indonesia; Remote; IDR 998.668.000 - 1.331.558.000; Full time

Job summary

A dynamic financial technology firm is seeking an experienced technical support engineer to enhance client service operations. The role involves troubleshooting complex technical issues, improving support processes, and collaborating with various teams. Candidates must have over 7 years of experience in technical escalation, proficiency with SQL and Kubernetes, and a strong understanding of FinTech concepts. This position offers a competitive salary, stock options, and additional benefits.

Benefits

Competitive Salary & Stock Options

New Hire Home-Office Setup: One-time USD $500

Monthly Stipend: USD $150 per month via a Brex Card

Qualifications

• 7+ years of experience in technical escalation or support engineering.
• Ability to document technical information clearly.
• Experience contributing to public technical documentation.

Responsibilities

• Drive the evolution of customer-facing technical support.
• Provide hands-on troubleshooting for critical technical issues.
• Audit escalation workflows and improve support processes.
• Collaborate with teams to resolve recurring issues.
• Lead the implementation of technical support strategy.

Skills

Troubleshooting complex distributed systems

Proficiency with SQL

Experience with Kubernetes

Experience with GCP

Understanding of FinTech concepts

Experience with performance tuning of Postgres databases

Tools

Golang

Kafka

RabbitMQ

Job description

Overview

Alpaca is a US-headquartered self-clearing broker-dealer and brokerage infrastructure for stocks, ETFs, options, crypto, fixed income, 24/5 trading, and more. Our recent Series C funding round brought our total investment to over $170 million, fueling our ambitious vision.

Amongst our subsidiaries, Alpaca is a licensed financial services company, serving hundreds of financial institutions across 40 countries with our institutional-grade APIs. This includes broker-dealers, investment advisors, wealth managers, hedge funds, and crypto exchanges, totalling over 6 million brokerage accounts.

Our global team is a diverse group of experienced engineers, traders, and brokerage professionals who are working to achieve our mission of opening financial services to everyone on the planet. We\'re deeply committed to open-source contributions and fostering a vibrant community, continuously enhancing our award-winning, developer-friendly API and the robust infrastructure behind it.

Alpaca is proudly backed by top-tier global investors, including Portage Ventures, Spark Capital, Tribe Capital, Social Leverage, Horizons Ventures, Unbound, SBI Group, Derayah Financial, Elefund, and Y Combinator.

Team & Culture

Our Team Members:

We\'re a dynamic team of 230+ globally distributed members who thrive working from our favorite places around the world, with teammates spanning the USA, Canada, Japan, Hungary, Nigeria, Brazil, the UK, and beyond!

We\'re searching for passionate individuals eager to contribute to Alpaca\'s rapid growth. If you align with our core values—Stay Curious, Have Empathy, and Be Accountable—and are ready to make a significant impact, we encourage you to apply.

Responsibilities

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.

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.

Qualifications

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, Kubernetes, and GCP.

You communicate technical information clearly and document meticulously.

You drive process improvements and SLA performance.

You understand FinTech concepts and API-driven financial platforms.

You have experience with Golang, Kafka, or RabbitMQ.

You contribute to public technical documentation.

You have experience with performance tuning of Postgres databases.

Benefits

• Competitive Salary & Stock Options
• New Hire Home-Office Setup: One-time USD $500
• Monthly Stipend: USD $150 per month via a Brex Card

Alpaca is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.

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