生产支持工程师
Production Support Engineer
我们是谁：
Alpaca 是一家总部位于美国的全球领先代理优先经纪基础设施提供商，服务于股票、ETF、期权、加密货币、固定收益、24/5交易等。
在我们的子公司中，Alpaca 是一家持牌金融服务公司，通过我们机构级 API 为全球 40 个国家的数百家金融机构提供服务。这包括经纪自营商、投资顾问、财富管理公司、对冲基金和加密货币交易所，总计超过 1000 万笔经纪账户。
我们的全球团队由经验丰富的工程师、交易员和经纪专业人士组成，致力于实现我们让全球每个人都能获得金融服务的使命。我们高度重视开源贡献并积极培育活跃的社区，持续提升我们获奖的、开发者友好的 API 以及其背后的强大基础设施。
Alpaca 获得了来自顶级全球投资者的 4 亿美元融资，包括 Portage Ventures、Spark Capital、Tribe Capital、Social Leverage、Horizons Ventures、Opera Tech Ventures、SBI Group、Derayah Financial、Unbound、Peak XV、Elefund 和 Y Combinator。
我们的团队成员：
我们是一个由 400 多名成员组成的充满活力的团队，成员分布在全球各地，可以在他们最喜欢的地方工作，团队成员遍布美国、加拿大、日本、匈牙利、尼日利亚、巴西、英国等地！
我们正在寻找渴望为 Alpaca 的快速发展做出贡献的热情人士。如果你认同我们的核心价值观——保持好奇、富有同理心、勇于负责，并准备好产生重大影响，我们鼓励你申请。
你的角色
作为亚太地区关键企业客户的主要技术专家，领导解决关键且复杂客户问题，并推动流程改进以提高我们支持组织的效率和可扩展性。
你将参与的工作：
- 处理复杂 L2 升级：主动与企业客户合作，提供现场故障排除和解决关键技术问题
- 推动根本原因分析：与支持、产品和工程团队协作，调查重复出现的技术问题，识别潜在问题并推动解决
- 提高支持流程效率：审计升级流程并通过代码、工具和培训进行改进，以减少 L3 升级
- 编写技术文档：创建和管理内部知识库
查看英文原文
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):
- You have experience with GCP, Golang, Kafka, or RabbitMQ.
- You develop internal support automation tools.
- You contribute to public technical documentation.
- You have experience with performance tuning of Postgres databases.
- You have online securities trading experience.
Our Tech & Infrastructure Stack:
- Microservices running on Google Cloud Platform via Kubernetes
- Golang
- Postgres
- RabbitMQ
Additional Requirements:
- Must be eligible to work without sponsorship for this role.
How We Take Care of You:
- Competitive Salary & Stock Options
- Health Benefits
- 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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