Technical Support Engineer (L1/Frontline Support) - Databento

Technical Support Engineer (L1/Frontline Support) at Databento

Databento is revolutionizing the financial industry by providing a modern market data platform. We offer real-time and historical data across futures, options, and equities through a unified API, simplifying the developer experience for leading trading firms.

This L1 Technical Support Engineer role is the first point of contact for customer issues. You will be responsible for understanding and resolving common customer problems, and escalating complex issues with clear documentation to senior support or engineering teams.

Responsibilities

• Serve as the primary contact for customer support inquiries, addressing issues related to API usage, onboarding, authentication, integration, and billing.
• Escalate complex issues to L2/L3 support or engineering, ensuring accurate ticket status, reproduction steps, and logs are maintained.
• Identify and document recurring customer questions to improve documentation, FAQs, and onboarding materials.
• Occasionally create technical content, such as tutorials, how-to guides, and blog posts.
• Contribute to the growth of our online developer communities (Slack, Reddit, etc.) by answering questions and gathering feedback.

What We're Looking For

• A strong preference for candidates with prior experience using Databento's API and familiarity with financial trading or market data.
• A minimum of 2 years of experience in technical support, QA, or engineering.
• Proficiency in Python.
• Experience with troubleshooting tools (e.g., Wireshark, tcpdump, curl, jq, SQL) is a plus.
• Familiarity with observability tools (e.g., Grafana, Prometheus, Sentry) is a plus.
• Excellent technical communication skills.
• Developer Relations (DevRel) experience, such as managing online communities or creating technical content, is a plus.
• Experience in an early-stage startup environment is beneficial.

Benefits

• Health, dental, disability, and life insurance.
• 401(k) matching for full-time employees.
• 100% remote work with global teammates.
• Paid in local currency.

Note: The base salary range for this role is $65,000–$150,000 USD. Total compensation may include bonuses, commissions, and equity.