Support Engineer
Support
Support Engineer
San Francisco
Type of work
Undetermined
Experience
Mid
Employment Type
Permanent
Operating mode
Remote
Tech stack
Python
JavaScript
SQL
Bash
API
Job description
About Us
Alpaca is a hyper growth financial technology company that is democratizing global access to financial markets starting with our API-first stock brokerage. In just two years, billions of dollars of securities are traded every month via our API and rapidly increasing.
About the Role
Reporting to the Support Manager, you will be responsible for responding to technical support and account tickets (email, forums, Slack, and live chat) from community developers and partner developers.
Alpaca is a hyper growth financial technology company that is democratizing global access to financial markets starting with our API-first stock brokerage. In just two years, billions of dollars of securities are traded every month via our API and rapidly increasing.
About the Role
Reporting to the Support Manager, you will be responsible for responding to technical support and account tickets (email, forums, Slack, and live chat) from community developers and partner developers.
This is not your standard customer support role! We are building products for developers and focus our efforts on providing a level of support that lends itself to developers’ needs -- whether they be small-time algotraders, or fintechs producing an application. As such, we’re looking for someone with a background in engineering to join our team. If you love interacting with others in a technical environment and solving problems, this is the role for you!
What You’ll Do
- Monitor and work through a queue of assigned support tickets to assist partner and community developers with building out Alpaca-based applications and algorithms
- Assist with the monitoring of and response to similar support queries in the Alpaca community forums and community Slack
- Provided extended support outside of North American hours for Alpaca developers and partners
- Research, troubleshoot, and diagnose issues, and escalate as necessary to higher-tier or specialized teams
- Follow standard policies, SLAs, and procedures with support tickets, and manage community developer and partner expectations around support
- Work with the Support team on improving documentation and developer resources
- Work with the rest of the Support team on improving and growing the team and strategy surrounding the support program
About You
- You have 2+ years of experience in a customer-facing role as either a Customer Support Representative, customer-facing engineering or developer role, or technical consultant
- You are comfortable with at least one programming language
- You have an understanding of APIs and the development process when it comes to connecting applications
- You love thorough, concise documentation
- You are familiar with Git and the processes surrounding it
- You are an excellent written communicator, with an ability to clearly articulate solutions and know how to ask for additional information or clarification
- You’re a master at prioritizing tasks, and managing multiple priorities
Bonus Points
- Experience with tools like Zendesk and Hubspot
- A degree of comfort with languages like Python, Go, Javascript, or SQL
- Experience working with a global team spread across multiple time zones
- Be comfortable recommending improvements to process, documentation, and product
- Experience with management and back-end tools like Metabase, Grafana, and Atlassian products (Jira, Confluence, etc.)
- Knowledge of working with tools like Postman to troubleshoot API endpoints
Check similar offers
