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AlpacaDB, Inc., also known as Alpaca and Alpaca Securities, is an API stock and crypto brokerage platform that enables services to embed investing and developer
Production Support Engineer
Location
Asia
Posted
47 days ago
Salary
0
Seniority
Senior
Job Description
Production Support Engineer
AlpacaDB
• Serve as the primary technical expert for key enterprise customers in the APAC region. • Lead the resolution of critical and complex customer issues. • Drive process improvements to increase the efficiency and scalability of our support organization. • Proactively engage with enterprise customers to provide hands-on troubleshooting and resolution for critical technical issues. • Lead investigations into recurring technical issues by collaborating with Support, Product, and Engineering teams. • Audit escalation workflows and improve via code, tooling, and training to minimize L3 escalations. • Create and manage internal knowledge bases, runbooks, and troubleshooting guides, contributing to public documentation as needed.
Job Requirements
- 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.
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
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