Support Engineer in Constanţa

API (regular) Bash (regular) SQL (advanced) JavaScript (advanced) Python (advanced) About UsAlpaca 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 RoleReporting 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 DoMonitor and work through a queue of assigned support tickets to assist partner and community developers with building out Alpaca-based applications and algorithmsAssist with the monitoring of and response to similar support queries in the Alpaca community forums and community SlackProvided extended support outside of North American hours for Alpaca developers and partnersResearch, troubleshoot, and diagnose issues, and escalate as necessary to higher-tier or specialized teamsFollow standard policies, SLAs, and procedures with support tickets, and manage community developer and partner expectations around supportWork with the Support team on improving documentation and developer resourcesWork with the rest of the Support team on improving and growing the team and strategy surrounding the support programAbout YouYou have 2+ years of experience in a customer-facing role as either a Customer Support Representative, customer-facing engineering or developer role, or technical consultantYou are comfortable with at least one programming languageYou have an understanding of APIs and the development process when it comes to connecting applicationsYou love thorough, concise documentationYou are familiar with Git and the processes surrounding itYou are an excellent written communicator, with an ability to clearly articulate solutions and know how to ask for additional information or clarificationYou’re a master at prioritizing tasks, and managing multiple prioritiesBonus PointsExperience with tools like Zendesk and HubspotA degree of comfort with languages like Python, Go, Javascript, or SQLExperience working with a global team spread across multiple time zonesBe comfortable recommending improvements to process, documentation, and productExperience 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