Senior Escalation Engineering

Alpaca; Indonesia; Hybrid; IDR 1.167.444.000 - 1.501.001.000; Full time

Job summary

A leading fintech company in Indonesia is seeking a Technical Expert to serve enterprise customers in the APAC region. In this role, you will lead escalations, conduct root cause analyses, and improve support processes. Ideal candidates have over 4 years in technical support, excel at troubleshooting, and communicate complex findings effectively. Competitive salary and remote work benefits are offered.

Benefits

Competitive Salary & Stock Options

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

Monthly Stipend: USD $150

Qualifications

• 4+ years of experience in technical escalation or support engineering.
• Experience with troubleshooting complex technical issues.
• Ability to drive process improvements and SLA performance.

Responsibilities

• Lead complex L2 escalations for enterprise customers.
• Drive root cause analysis of recurring technical issues.
• Audit and improve support process efficiency.

Skills

Technical escalation

Troubleshooting complex distributed systems

SQL

Kubernetes

Grafana

Superior communication skills

Relationship building

Understanding of FinTech concepts

Tools

GCP

Golang

Kafka

RabbitMQ

Postgres databases

Job description

Alpaca is a US-headquartered self-clearing broker-dealer and brokerage infrastructure for stocks, ETFs, options, crypto, fixed income, 24/5 trading, and more. Ourrecent 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 ofopening 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.

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.

Your Role:

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.

Things You Get To Do:

• 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.

Who You Are (Must-Haves):

• You have 4+ 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 Grafana.
• You drive process improvements and SLA performance
• You possess superior communication skills on complex technical findings for both internal and external audiences.
• You build strong relationships, establishing trust and rapport with technical teams at enterprise-level partners.
• You understand FinTech concepts, API‑driven financial platforms, and ITIL concepts
• You will work in an APAC shift region, starting at 5:00 PM EST.

Who You Might Be (Nice‑to‑Haves):

• You have experience with GCP, Golang, Kafka, or RabbitMQ.
• You contribute to public technical documentation.
• You have experience with performance tuning of Postgres databases.
• You have online securities trading experience.
• Golang

Additional Requirements:

• Must be eligible to work without sponsorship for this role.

How We Take Care of You:

• 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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