Technical Support Engineer (L1 / Frontline Support)

Описание вакансии

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.

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.

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.
• 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.

Notice about phishing scams

Be cautious of phishing scams impersonating Databento that offer fake job interviews and request purchases. Official emails come only from @databento.com or us.greenhouse-mail.io (our ATS). Any other domains (e.g., databento-careers.com, databento.online) are fraudulent.

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Databento, Inc. provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or expression, veteran status, or genetics. In addition to federal law requirements, we comply with applicable state and local laws governing nondiscrimination in every location where we operate. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Pursuant to applicable laws, we consider qualified applicants with arrest or conviction records. If you need an accommodation, please let us know.

Our recruiting data suggests that underrepresented applicants often downplay their skills. Even if your experience doesn’t exactly match the qualifications listed, we still want to hear from you. Please apply!