Technical Support Engineer (L1 Frontline Support)

Join our team as a Technical Support Engineer (L1 Frontline Support). In this role, you will be the first point of contact for customer support inquiries, resolving common issues related to API usage, onboarding, authentication, integration, and billing. You will also escalate more complex issues to senior support or engineering, contribute to documentation improvements, and help manage our online developer communities. Benefits include a 401k, health and dental insurance, and unlimited PTO.

• 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.
• Strong technical communication skills. DevRel experience (e.g. managing Discord communities, creating technical blog posts, podcasts, videos, etc) is a plus
• Prior experience with Databento's API is strongly preferred, as well as familiarity with financial trading and/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
• At least 2 years of experience in technical support, QA, or engineering
• Working proficiency in Python
• 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