• Own technical content strategy for Alpaca’s Trading API and related products, driving awareness and adoption • Write and edit educational and product-driven content such as tutorials, explainers, launch posts, feature spotlights, onboarding materials, case studies, newsletters, and technical thought leadership for algorithmic trading across stocks, options, and crypto • Identify content opportunities based on user needs, product priorities, and growth goals • Collaborate with product, engineering, and other internal leaders to turn technical updates into clear user-facing content • Translate complex concepts in trading infrastructure, market mechanics, and algorithmic strategy design into clear, technically accurate content for developers, retail traders, and algorithmic traders • Support go-to-market (GTM) efforts with launch messaging, website copy, and supporting content assets • Help improve discoverability and adoption through SEO, content refreshes, and audience-focused distribution • Ensure technical content is accurate, relevant, and aligned with Alpaca’s brand and product positioning

Technical Support Description - Job Summary • This role is responsible for improving the customer experience by providing installation information, addressing challenges, and delivering software services across pre-sales, post-sales, and service delivery support. The role caters to diverse customer needs, offering tailored solutions to complex accounts. The role employs proactive monitoring techniques, offers site support for break-fix activities, and provides expertise in resolving complex issues. The role also coordinates departmental work, mentors the team, identifies improvement opportunities, and fosters positive working relationships. Responsibilities • Enhances customer experience by providing a comprehensive overview of installation activities, site-specific information, and access to relevant contacts. • Addresses customer-relation challenges promptly and effectively, delivering guidance and escalating issues according to established protocols. • Offers software services encompassing pre-sales, post-sales, and service delivery support, catering to diverse customer needs. • Delivers services, including tailored solutions, to large enterprise, complex, or corporate accounts, addressing their specific requirements. • Utilizes proactive monitoring techniques and tools to identify opportunities for preventing problems and enhancing customer experiences. • Provides site support for customer break-fix activities, offers technical assistance to third-party and authorized service providers, and leads onsite escalation support when needed. • Applies extensive knowledge, resolves complex issues, and recommends improvements through creative and effective approaches. • Coordinates departmental work, mentors the team, and serves as an escalation point for different issues in the related area of work. • Identifies opportunities for improvement, makes recommendations, and also assures effective business controls through review, analysis, and verification. • Coordinates the functional work within the department, assists various departments, monitors process execution, and fosters positive working relationships with associates and management. Education & Experience Recommended • High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence. • Typically has 6-8 years of related work experience, preferably in HP products in Customer base, account management, computer customer support, on site customer support, Mission Critical, systems experience, or a related field. Preferred Certifications NA Knowledge & Skills • Automation • Chemistry • Commissioning • Customer Relationship Management • Customer Support • Electrical Engineering • Electromechanics • Electronics • Environment Health And Safety • Field Service Management • Hand Tools • Key Performance Indicators (KPIs) • Operating Systems • Preventive Maintenance • Process Improvement • Safety Standards • Technical Services • Technical Support • Technical Training • Test Equipment Cross-Org Skills • Effective Communication • Results Orientation • Learning Agility • Digital Fluency • Customer Centricity Impact & Scope • Impacts department and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Complexity • Works on assignments that are complex in nature and require initiative and technical/specialized knowledge to resolve problems and/or develop recommended solutions. Disclaimer • This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management. Job - Services Schedule - Full time Shift - No shift premium (Mexico) Travel - Relocation - Equal Opportunity Employer (EEO) - HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s). Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence. For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"

• Review all product deliverables ensuring the content is consistent, accurate and complete, following the style guide for the agency • Develop, write, and maintain technical documentation including user guides, API docs, FAQs, and release notes • Collaborate with cross-functional teams to gather and understand technical information • Simplify complex concepts into easy-to-understand content • Manage documentation updates in response to product changes

Anaplan Technical Lead — M-KOPA (Remote role) You've built planning models that finance teams actually trust. You've untangled messy data ecosystems, architected scalable solutions, and probably talked a few business stakeholders down from a spreadsheet cliff. You're good at this. Maybe even excellent. But here's an honest question: how often does your work connect to something that changes the trajectory of someone's financial life? At M-KOPA, we've unlocked over $2 billion in credit for more than 7 million customers across Africa — 55% of whom are accessing formal financial services for the very first time. 86% report a meaningful improvement in their quality of life. 70% use the products they finance through us to generate income. These aren't vanity metrics. They're the direct result of planning infrastructure, financial rigour, and operational precision — the kind of work you do every day, just with higher stakes than most roles will ever offer you. We're hiring an Anaplan Technical Lead to own and evolve the connected planning backbone that underpins a business growing fast — deliberately, strategically, and at continent-scale. Why now, and why this matters M-KOPA has grown from 5 million to 7 million customers in the past year alone. We're building toward 10 million. That growth trajectory demands planning infrastructure that can keep pace: models that don't just report on the business, but help shape its next moves — across FP&A, Supply Chain, Workforce Planning, and beyond. This isn't a maintenance role. It isn't a "keep the lights on" position handed to someone who'll spend their days fielding formula errors. This is the role for someone who wants to architect the connected planning ecosystem of one of Africa's most consequential fintechs, from the ground up, with full authority to shape how it works. What this role actually looks like You'll serve as the Solution Architect and Technical Lead for M-KOPA's enterprise-wide Anaplan environment — designing scalable, future-ready model architecture across Data Hub and spoke models, driving ALM practices, and leading end-to-end implementations from requirements through UAT to deployment. You'll own model optimisation: reducing sparsity, improving performance, and building the kind of standardised design practices that make the next model easier to build than the last. On the data side, you'll partner with Finance and business leaders to sharpen the quality of budgeting, forecasting, and scenario planning — translating complex business requirements into efficient Anaplan solutions and equipping leadership with the variance analysis and strategic insight they need to make decisions with confidence. Your scope extends into the data ecosystem too. You'll design and manage integrations via Anaplan CloudWorks, APIs, and ETL collaboration — ensuring clean, validated, reconciled data flow between source systems and the Anaplan Data Hub. Where automation opportunities exist (and they will), you'll find them, whether that means writing scripts or partnering with integration teams to remove manual dependencies and build for resilience. Beyond the technical remit, you'll lead and mentor a team of Anaplan model builders and analysts, act as the primary escalation point for business-critical issues, and drive CoE governance that raises the standard across every model in the environment. You'll facilitate stakeholder workshops, manage competing priorities, and work cross-functionally with Finance, Tech, and Business teams to keep delivery on track and the roadmap aligned with where M-KOPA is going. What makes you ready for this - Proven track record as an Anaplan architect or technical lead, with demonstrable experience designing and delivering enterprise-grade connected planning solutions — ideally holding Level 2 or Level 3 Model Builder certification, with Solution Architect certification a strong advantage - Extensive experience integrating Anaplan within complex data ecosystems — CloudWorks, APIs, ETL pipelines — alongside hands-on capability with scripting (Python, BAT) to automate workflows and reduce manual dependencies - Demonstrated experience leading planning model delivery in an FP&A or multi-function environment, including workforce and supply chain planning, with the ability to translate business requirements into technically sound, performance-optimised architecture The reality check This role will stretch you. M-KOPA moves fast, the business complexity is real, and the expectations on planning quality are high because the decisions that rely on your models are high-stakes. You'll be navigating a multi-market, multi-function environment where stakeholder demands are constant and priorities shift. If you're looking for a quiet corner to maintain existing models, this isn't it. If you're looking for a role where you can build something genuinely significant, grow a team, and see your architecture decisions ripple through a business that matters — then you're probably ready for exactly this. Why M-KOPA, not somewhere else Most organisations that need Anaplan expertise need it for incremental improvement. M-KOPA needs it for transformation. Our connected planning infrastructure is being built to support a business that will touch the financial lives of tens of millions of people across Africa. The models you design will underpin budget decisions that fund new markets. The forecasting frameworks you build will shape how we grow. The CoE you lead will set the standard for how an ambitious, mission-driven African fintech manages its planning capabilities for the next decade. That's not a typical Anaplan role. That's a defining one. If you've been looking for the moment where your technical expertise, your leadership experience, and your ambition all point in the same direction — this might be it. Ready to architect connected planning for a business building Africa's financial future? Let's talk. Why M-KOPA? At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility. Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com. Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024 and 2025) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 6 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa. Important Notice M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply. M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships. M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process. Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date. If your application is successful M-KOPA undertakes pre-employment background checks as part of its recruitment process, these include; criminal records, identification verification, academic qualifications, employment dates and employer references.