APAC Enterprise Support Engineer – Escalations & RCA
Drive Capital
Don’t send a generic resume — generate a resume and cover letter tailored to this exact role.
Benefits offered by this job
Job summary
Alpaca, a US-headquartered financial services provider, seeks a technical escalation engineer to serve enterprise customers in APAC, resolving complex issues and enhancing scalability of support operations.
You will collaborate with Support, Product, and Engineering, develop runbooks, document troubleshooting steps, and drive process improvements. This role requires in-depth knowledge of distributed systems, APIs, SQL, Kubernetes, and Grafana, and willingness to work a US evening shift.
Qualifications
- 4+ years in technical escalation or support engineering.
- Proficient troubleshooting of complex distributed systems and APIs.
- Strong knowledge of SQL, Kubernetes and Grafana.
- Drive improvements to SLA performance and processes.
- Excellent communication of technical findings to internal and external audiences.
- You will collaborate with enterprise partners and technical teams in APAC.
Responsibilities
- Lead complex L2 escalations with enterprise customers.
- Drive root cause analysis in collaboration with Support, Product and Engineering.
- Improve support process efficiency through tooling and training.
- Develop and manage internal runbooks and troubleshooting guides.
Skills
Tools
Job description
Alpaca, a US-headquartered financial services provider, seeks a technical escalation engineer to serve enterprise customers in APAC, resolving complex issues and enhancing scalability of support operations.
You will collaborate with Support, Product, and Engineering, develop runbooks, document troubleshooting steps, and drive process improvements. This role requires in-depth knowledge of distributed systems, APIs, SQL, Kubernetes, and Grafana, and willingness to work a US evening shift.
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
