Job Description
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. Lead complex L2 Escalations by proactively engaging with enterprise customers to provide hands-on troubleshooting and resolution for critical technical issues. Drive Root Cause Analysis by leading 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 by auditing escalation workflows and improve via code, tooling, and training to minimize L3 escalations. Develop Technical Documentation by creating and managing internal knowledge bases, runbooks, and troubleshooting guides, contributing to public documentation as needed.
About Alpaca
Alpaca is a licensed financial services company, serving hundreds of financial institutions across 40 countries with our institutional-grade APIs.