Production Support Engineer

Alpaca•Ottawa, ON

21d•Remote

About The Position

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.

Requirements

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.

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.

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.