AlpacaDB

Role Description We are seeking an experienced IT Operations Specialist to help support our team members with IT-related tasks and help ensure the Security of our organization. The IT Team is 100% distributed and remote. This role will report directly to the IT Support Lead. Things You Get To Do - Be the “Go-to-Person” for IT helpdesk requests - Diagnose and provide IT support for staff as required - Work with the HR and Security team to manage onboarding and offboarding activities - Set up and deploy laptops, devices, software, and other hardware - Assist with shipping and receiving of hardware assets - Manage MDM systems, including BYOD - Maintain the firm's inventory of all IT assets - Manage and secure endpoint devices at the direction of the Security Team - Provide training to staff on IT-related topics - Assist with change management and procurement activities - Other related duties as required Qualifications - Excited about Alpaca’s mission and what we’re building - 3+ years of experience in an IT support or helpdesk role - Deep expertise in Linux, MacOS, and Windows system administration, including device management, patching, and operational support - Experience with automation workflows, SSO configurations, and scalable onboarding processes - Good scripting skills with a drive for automation - Proven experience managing enterprise SaaS platforms - Experience with cloud-centric environments and cybersecurity capabilities - Experience with traditional on-prem LAN/WAN environments - Strong analytical and problem-solving skills - Excellent communication skills, fluent in English (both written and verbal), and committed to working collaboratively across the Firm - Ability to cover Mountain time or Pacific time zones - Available for on-call rotations and after-hour responses as needed - Proactive self-starter and self-motivator with a focus on continuous improvement Requirements - Bachelor’s degree in Information Technology or a related field - IT or Security-related certifications - Understanding of financial and privacy regulations - Experience in the financial services industry - Business acumen to be able to balance tradeoffs between stakeholders, technology feasibility, and budget constraints Benefits - 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

• Provide technical support and relationship management for existing enterprise customers in Japan (e.g., SBI), acting as a trusted technical advisor throughout the partner lifecycle. • Partner with the Sales and Solutions teams on pre-sales technical discussions, solution design, and API consultations, and present compelling product and technical use cases to prospective clients. • Guide new enterprise customers through API integration, implementation, and onboarding. • Act as the voice of Japanese customers by collaborating with Product and Engineering teams to improve localized experiences; translate complex business and technical requirements (often originating in Japanese) into clear specifications for Alpaca's global engineering team. • Serve as the product and technical subject matter expert, capable of thoroughly understanding and articulating all aspects of the Alpaca platform to diverse audiences and stakeholders. • Work closely with local compliance and operations teams to understand local and regional product requirements (e.g., JFSA rules, NISA, local post-trade / settlement practices for US and JP securities). • Own technical sales engagement end-to-end: discovery calls, solution validation, RFPs, and security questionnaires that win deals; lead demo strategy and execution. • Create sales support materials and documentation for new features and products, including Japanese-language collateral where needed. • Coordinate in Japanese with local regulators, vendors, and partners, and relay those requirements to global product and engineering. • Help customers successfully adopt Alpaca's platform while maintaining a high standard of technical and customer support; travel within Japan / APAC as needed. • Stay updated on internal product development timelines and work closely with the product team to test and roll out new features to partners.

• Own the full sales cycle from outbound prospecting through contract negotiation and close • Build and manage a healthy pipeline through outbound outreach, referrals, conferences, strategic partnerships, networking, and inbound opportunities • Drive new revenue growth for Alpaca's institutional Broker API business across the United States • Develop relationships with key decision makers at fintechs, broker-dealers, RIAs, wealth managers, banks, and other financial institutions • Understand each prospect's business objectives and technical requirements to position Alpaca's solutions effectively • Deliver compelling product demonstrations, business presentations, and commercial proposals • Collaborate closely with Solutions Engineering, Product, Integrations, Marketing, Customer Success, and Legal to move opportunities efficiently through the sales process • Maintain accurate pipeline data, forecasts, and account activity within Salesforce (or CRM) • Continuously refine sales messaging based on market feedback, customer insights, and competitive intelligence • Represent Alpaca at industry conferences, customer meetings, and networking events

• Develop pipeline through prospecting, meetings, conferences/events, calls, and email • Close net new business to drive revenue growth for Alpaca’s B2B business across Asia-Pacific • Identify and qualify new business opportunities within the industry as well as nurture potential customer accounts to develop relationships • Gain a deep understanding of our product offerings in order to communicate our value proposition to prospects. • Ability to listen to and interpret customer requirements, build knowledge of customer challenges, and present solutions that directly apply to customer needs • Create and deliver sales presentations • Measure the outcomes of different messaging and contact approaches and adapt to continuously improve results • Provide sales analysis and insight, accurate and timely data within the Sales CRM system, as well as accurate forecasting • Communicate cross-functionally within the whole company, especially with our Integration, Marketing, and Success teams

• Design highly scalable, mission-critical brokerage systems for the Japan market. • Develop and enhance the middle- and back-office systems, including gRPC microservices, REST and gRPC APIs, and third-party vendor integrations specific to the Japan market (e.g. JPX, JSCC, JASDEC, banks, identity verification vendors). • Work closely with Alpaca's core teams to enhance and transform the core framework, enabling support for multiple languages, currencies, and markets, with a particular focus on Japan-specific requirements such as NISA, MyNumber, withholding tax, and JP-GAAP accounting. • Collaborate with tech leads in other regions both synchronously and asynchronously, primarily through Slack and meetings, to align with global teams. • Coordinate in Japanese with local regulators, vendors, partners, and business stakeholders, and translate those requirements into technical specifications for the global engineering team. • Troubleshoot incidents and reported bugs to maintain system integrity and performance. • Participate in on-call rotations and assist with timely engineering projects and production issues during Japan business hours. • Thrive in a global environment, effectively navigating regulatory requirements and building scalable solutions to support Alpaca's expansion in Japan.

• Own the website and keep it current • Drive continuous improvement of the website and keep it up to date, treating it as a living product rather than a set-and-forget asset. • Refine and elevate inputs • Fine-tune stakeholder inputs before they ship: sharpen copy, improve information hierarchy and design, and fill quality gaps in whatever way the work requires. • Uphold and set a consistent bar for brand, voice, accessibility, and visual quality across every page — with the craft ability to make edits directly, not just direct others. • Define, track, and report on outcomes • Set up quantitative metrics tied to the website's objectives, and build the tracking and reporting cadence that keeps teams honest against them. • Consistently review and improve SEO, GEO (generative/AI search), and user-funnel performance, and turn findings into prioritized improvements. • Build the infrastructure • Partner with engineering and other teams to design and develop the tooling and infrastructure behind the site — CMS, Analytics tooling, and supporting systems for blog, support/help content, and related surfaces. • Align teams and messaging • Bring teams together to shape high-level messaging for design and product updates, so the site tells one coherent story. • Facilitate the syncs, reviews, and retrospectives that keep cross-functional work moving. • Connect the content ecosystem • Ensure tight linkage between the website and adjacent content — blog, podcast, and other channels — so traffic, messaging, and discovery flow cleanly to and from the site. • Everything in between • Take on other tasks as needed to move the website and its objectives forward.

• Serve as the product and technical subject matter expert. • Collaborate closely with the Sales and Customer Success teams. • Present compelling product and technical use cases to prospective clients. • Create sales support materials and documentation for new features and products. • Own technical sales engagement end-to-end.

• Assist clients and broker partners by being the first point of contact on service needs and issues • Handle a diverse range of brokerage questions spanning multiple business functions, including account services, trading, transfers, funding, and operations. • Submit and process certain operational requests as instructed by the brokerage team and/or client/broker partners. Examples include order entry, account maintenance, fund distributions, cash and stock journals, and other operational processing tasks. • Interact with several internal groups to resolve client issues. This can include the trading desk, brokerage operations, sales team, solutions team, customer success team, engineering, and product teams. • Assist customers with basic technical requests, including API usage questions, platform navigation, workflow guidance, and troubleshooting support. • Support ad hoc projects and operational initiatives as assigned by management

• Own and manage Support AI tools, including chatbots, agent copilots, knowledge retrieval systems, and workflow automation solutions. • Monitor AI performance, adoption, and effectiveness using defined KPIs and reporting. • Identify repetitive support workflows and develop AI-driven solutions to reduce manual effort and contact volume. • Partner with Support leadership to prioritize AI initiatives based on business impact and customer needs. • Create, test, and optimize prompts, workflows, and automation logic. • Analyze customer interactions to identify gaps in AI performance and opportunities for improvement. • Maintain AI knowledge sources, FAQs, and training data to ensure accurate responses. • Coordinate with Product and Engineering teams on AI integrations, enhancements, and bug fixes. • Develop documentation, training materials, and best practices for AI-enabled support processes. • Act as the primary point of contact for AI-related support questions and escalations.

Role Description 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. Qualifications - Passionate about contributing to rapid growth. - Alignment with core values: Stay Curious, Have Empathy, Be Accountable. Requirements - None specified. Benefits - 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 Company 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. Our recent Series D funding round brought our total investment to over $320 million, fueling our ambitious vision. - Licensed financial services company serving hundreds of financial institutions across 40 countries with institutional-grade APIs. - Includes broker-dealers, investment advisors, wealth managers, hedge funds, and crypto exchanges, totaling over 9 million brokerage accounts. - A diverse global team of experienced engineers, traders, and brokerage professionals. - Deep commitment to open-source contributions and fostering a vibrant community. - 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. - A dynamic team of 380+ globally distributed members.