Alpaca · 2 weeks ago
Senior Escalation Engineer
United States
Full-time
Remote
Mid, Senior Level
4+ years expAlpaca is a US-headquartered self-clearing broker-dealer and brokerage infrastructure company. The Senior Escalation Engineer will serve as the primary technical expert for key enterprise customers, resolving complex issues and driving process improvements within the support organization.
Developer APIsFinancial ServicesFinTechTrading Platform
No H1B
Responsibilities
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
Qualification
Required
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
Must be eligible to work without sponsorship for this role
Preferred
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
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
Alpaca
Alpaca is a financial system platform that allows developers and businesses to build apps, embed investing, and trade algorithms.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$138.8MKey Investors
SBI GroupPortage VenturesSpark Capital
2025-04-23Series C· $52M
2023-10-12Convertible Note· $15M
2021-08-30Series B· $50M
Leadership Team
Yoshi Yokokawa
Co-Founder and CEO
Hitoshi Harada
CPO and Co-Founder
Recent News
Morningstar.com
2026-01-07
2025-12-17
2025-12-09
Company data provided by crunchbase