Technical Support Engineer (L1/Frontline Support), APAC - Databento

Technical Support Engineer (L1/Frontline Support), APAC

Databento is seeking a Technical Support Engineer to join their team, focusing on L1/Frontline Support for the APAC region. This role is crucial for providing first-line assistance to customers, ensuring smooth operations and a positive user experience.

About Databento

Databento is revolutionizing the financial industry by providing a modern market data platform. They offer real-time and historical data across futures, options, and equities through a unified API, simplifying the complex world of financial data for modern trading firms. Their team comprises experienced professionals from top quantitative firms.

Responsibilities

• Serve as the primary point of contact for customer support inquiries during APAC hours.
• Resolve common customer issues related to API usage, onboarding, authentication, integration, and billing.
• Escalate complex issues to L2/L3 support or engineering teams with detailed reproduction steps and context.
• Identify recurring customer questions and contribute to the improvement of documentation, FAQs, and onboarding materials.
• Occasionally create technical content, such as tutorials, how-to guides, and blog posts.
• Assist in managing and growing online developer communities (Slack, Reddit, etc.) by answering questions and relaying feedback.

What We Look For

• Minimum of 2 years of experience in technical support, QA, or engineering.
• Working proficiency in Python.
• Prior experience with Databento's API is strongly preferred.
• Familiarity with financial trading and/or market data is a plus.
• Experience with troubleshooting tools (e.g., Wireshark, tcpdump, curl, jq, SQL) is beneficial.
• Experience with observability tools (e.g., Grafana, Prometheus, Loki) is a plus.
• Strong technical communication skills.
• DevRel experience (e.g., community management, technical content creation) is a plus.
• Experience at an early-stage startup is a plus.
• Must be based in the APAC region to provide adequate support coverage.