Job Description
Drive the evolution of Alpaca’s customer facing technical support, ensuring scalability and efficiency to deliver exceptional client service. Solve Complex L2 Escalations by providing hands-on troubleshooting and resolution for critical technical issues, dedicating 50% of your time to direct customer problem-solving. Improve Support Process Efficiency auditing escalation workflows and improve via code, tooling, and training to minimize L3 escalations. Drive Cross-Functional Root Cause Analysis, collaborate with Support, Product, and Engineering to identify and resolve recurring issues, and ensure continuous product improvement. Develop and Maintain Comprehensive Technical Documentation, create and manage internal knowledge bases, runbooks, and troubleshooting guides, contributing to public documentation as needed. Lead the implementation of the technical support strategy to scale and deliver world-class client service.
About Alpaca
Alpaca is a US-headquartered self-clearing broker-dealer and brokerage infrastructure for stocks, ETFs, options, crypto, fixed income, 24/5 trading, and more.