Production Support Engineer

Alpaca
Asia
Workplace: RemoteFull timeFunction: Manufacturing & Production OperationsExperience: 4+ yearsSkills: ["Communication","Process improvement","Relationship building","Root cause analysis","Troubleshooting"]

Serve as the primary technical expert for enterprise customers in the APAC region, leading hands-on troubleshooting and resolution of complex L2 escalations. Own root-cause investigations with Support, Product, and Engineering teams, and improve support efficiency through audited escalation workflows, tooling, and training. Build and maintain internal knowledge bases, runbooks, and troubleshooting guides to reduce repeat issues and minimize higher-level escalations.

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FursaFursa
Alpaca
Alpaca
2 days ago

Production Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Serve as the primary technical expert for enterprise customers in the APAC region, leading hands-on troubleshooting and resolution of complex L2 escalations. Own root-cause investigations with Support, Product, and Engineering teams, and improve support efficiency through audited escalation workflows, tooling, and training. Build and maintain internal knowledge bases, runbooks, and troubleshooting guides to reduce repeat issues and minimize higher-level escalations.
Location: Asia
Workplace: Remote
Employment Type: Full time
Job Function: Manufacturing & Production Operations

Key Responsibilities

  • •Lead complex L2 escalations for enterprise customers with hands-on troubleshooting and resolution.
  • •Drive root-cause analysis for recurring technical issues by collaborating with Support, Product, and Engineering.
  • •Audit and improve escalation workflows to reduce L3 escalations using code, tooling, and training.
  • •Develop and maintain internal knowledge bases, runbooks, and troubleshooting guides.
  • •Communicate complex technical findings clearly to internal and external audiences.

Pay and Benefits

Perks:Health InsuranceEquityHome Office

Key Requirements

  • •4+ years of experience in technical escalation or support engineering.
  • •Strong troubleshooting skills for complex distributed systems and APIs.
  • •Proficiency with SQL, Kubernetes, and Grafana.
  • •Ability to drive process improvements and SLA performance.
  • •Understanding of FinTech concepts, API-driven financial platforms, and ITIL concepts.
Experience:4+ yearsFintechAPIsDistributed systems
Skills:CommunicationProcess improvementRelationship buildingRoot cause analysisTroubleshooting
Languages:English
Tech Stack:SQLKubernetesGrafanaGoogle Cloud PlatformGCPMicroservicesPostgresRabbitMQGolangKafka

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Alpaca
Provides developer-first APIs and brokerage infrastructure for algorithmic and automated stock trading, enabling fintechs and developers to build trading applications with commission-free market access and custody services.
Industry: Fintech Infrastructure
Company Size: Medium (51 to 250 employees)
Growth: Scaleup
Funding: Series C
Headquarters: San Mateo, United States
Founded: 2015
WebsiteLinkedIn