Technical Support Engineer (L1 / Frontline Support)
About The Position
Databento is a fast-growing startup that provides modern APIs for financial market data, making it dramatically easier for firms of all sizes to access and use market data. As a Series A company, we’ve raised $37.8M to date and grown revenue by over 400% YoY. This is a customer-facing, first-line support position focused on triaging issues, answering technical questions, and helping customers successfully use Databento’s APIs and data products. 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.
Requirements
- Bachelor's degree in computer science or a comparable technical background.
- Prior experience using Databento as a customer is strongly preferred.
- At least 2 years of experience in technical support, QA, or engineering.
- Working proficiency in Python.
- Familiarity with financial trading or market data.
- Strong technical communication skills.
Nice To Haves
- 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.
Responsibilities
- Act as the first point of contact for customer support inquiries.
- Resolve common customer issues related to API usage, onboarding, authentication, integration, and billing.
- Escalate issues to L2/L3 support or engineering with clear documentation, reproduction steps, and logs.
- Maintain accurate ticket status, notes, and customer communication.
- Identify recurring questions and contribute improvements to documentation, FAQs, and onboarding materials.
- Participate in frontline support on-call rotation.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
1-10 employees
