Technical Support Engineer (L1/Frontline Support, EU)

Join Databento, a fast-growing startup in the financial data industry. As a Technical Support Engineer, you will be the first point of contact for customer inquiries, resolving common issues and escalating more complex ones. You will also contribute to documentation and help manage our online developer communities. This is a remote position based in the EU, offering competitive benefits including unlimited PTO and health insurance.

• 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.
• Prior experience with Databento's API is strongly preferred, as well as familiarity with financial trading and/or market data
• Experience with observability tools (Grafana, Prometheus, Loki, Sentry) is a plus
• Experience with troubleshooting tools (Wireshark, tcpdump, ss, nc, telnet, strace, gdb, perf, eBPF, lsof, curl, xxd, jq, SQL) is a plus
• Strong technical communication skills. DevRel experience (e.g. managing Discord communities, creating technical blog posts, podcasts, videos, etc) is a plus
• Based in the EU region to provide support coverage during business hours
• Working proficiency in Python
• At least 2 years of experience in technical support, QA, or engineering
• 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. Please apply!