Technical Support Engineer; L1​/Frontline Support

Requirements

• Prior experience with Databento’s API is strongly preferred, as well as familiarity with financial trading and/or market data
• At least 2 years of experience in technical support, QA, or engineering
• Working proficiency in Python
• Experience with troubleshooting tools (Wireshark, tcpdump, ss, nc, telnet, strace, gdb, perf, eBPF, lsof, curl, xxd, jq, SQL) is a plus
• Experience with observability tools (Grafana, Prometheus, Loki, Sentry) is a plus
• Strong technical communication skills. Dev Rel experience (e.g. managing Discord communities, creating technical blog posts, podcasts, videos, etc) is a plus
• Experience at an early-stage startup is a plus
• Even if your experience doesn’t exactly match the qualifications listed, we still want to hear from you

• This role sits squarely at L1: you’ll be the first point of contact for customer issues, responsible for understanding the problem, resolving common and well-documented cases, and escalating more complex issues to senior support or engineering with clear reproduction steps and context
• Act as the first point of contact for customer support inquiries, resolving common customer issues related to API usage, onboarding, authentication, integration, and billing
• Escalate issues to L2/L3 support or engineering while maintaining accurate ticket status, reproduction steps, and logs
• Identify recurring questions and contribute improvements to documentation, FAQs, and onboarding materials
• Write technical content on occasion, including tutorials, how-to guides, and blog posts that help developers get the most out of our APIs
• Help manage and grow our online developer communities (Slack, Reddit, etc.) by answering questions and surfacing feedback