✨ The Role in One Sentence

Alpaca is seeking a Principal Support Escalation Engineer to drive the evolution of customer-facing technical support and deliver exceptional client service.

📋 What You'll Likely Do

• 50%: Solve complex L2 escalations by providing hands-on troubleshooting and resolution for critical technical issues.

• 20%: Improve Support Process Efficiency by auditing escalation workflows and improving via code, tooling, and training.

• 15%: Drive Cross-Functional Root Cause Analysis by collaborating with Support, Product, and Engineering to resolve recurring issues.

🧑‍💻 Profiles Doing This Job

• High Priority: 7+ years of experience in technical escalation or support engineering.

• High Priority: Proficient with SQL and basic Kubernetes troubleshooting.

• High Priority: Experience with Grafana Observability stack and Git for version control.

📈 How This Role Will Look on Your CV

• Led technical support strategy to scale and deliver world-class client service.