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. DevRel 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 What the job involves 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 #J-18808-Ljbffr