Production Support Engineer

Alpaca

India

On-site

INR 1,721,000 - 2,294,000

Full time

5 days ago

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Benefits offered by this job

New Hire Home-Office Setup

Monthly Stipend via Brex Card

Health Benefits

Stock Options

Job summary

Alpaca in India is seeking a skilled Enterprise Support Engineer to serve as the technical expert for APAC customers, resolving complex issues and driving scalable improvements across our support organization.

If you enjoy debugging distributed systems, writing runbooks, and collaborating with Product and Engineering, this role offers visibility across teams, a path to impact, stock options, and a supportive, globally distributed team.

Qualifications

4+ years of experience in technical escalation or support engineering.
Troubleshooting complex distributed systems and APIs.
Proficient with SQL, Kubernetes and Grafana.
Strong communication skills for technical findings with internal and external audiences.
Understanding FinTech concepts, API-driven platforms and ITIL principles.

Responsibilities

Lead Complex L2 Escalations: provide hands-on troubleshooting for critical issues with enterprise customers.
Drive Root Cause Analysis: collaborate with Support, Product, and Engineering to identify and resolve root causes.
Improve Support Process Efficiency: optimize escalation workflows with code, tooling, and training.
Develop Technical Documentation: create runbooks and contribute to internal/public docs.

Skills

4+ years experience

Troubleshooting distributed systems

APAC shift experience

Strong communication

API troubleshooting

ITIL concepts

FinTech concepts

Tools

SQL

Kubernetes

Grafana

Job description

Who We Are

Alpaca is a US-headquartered, global leader in agent-first brokerage infrastructure for stocks, ETFs, options, crypto, fixed income, 24/5 trading, and more. 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 10 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 $400 million in funding from top-tier global investors including Portage Ventures, Spark Capital, Tribe Capital, Social Leverage, Horizons Ventures, Opera Tech Ventures, SBI Group, Derayah Financial, Unbound, Peak XV, Elefund, and Y Combinator.

Our Team Members

We're a dynamic team of 400+ 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)