Technical Support Engineer, L1 – Frontline Support

🕒 March 23

🏄 California, New York, +2 more states – Remote

🏄 California – Remote 🗽 New York – Remote 🍂 Massachusetts – Remote ⛷️ Utah – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

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Databento

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2019

💸 Finance

💳 Fintech

🔌 API

💰 $24.3M Series A on 2021-11

Finance • Fintech • API

Databento is a company that provides comprehensive market data solutions through APIs for both real-time and historical data. Founded in 2018, it delivers normalized data from a wide array of asset classes including futures, options, and equities, sourced directly from colocation sites to ensure low latency and high reliability. Databento offers a simplified and efficient way to access market data, with customizable pricing models and extensive support for developers. Their services include live data streaming, historical data retrieval, and detailed insights into corporate actions. The platform caters to over 3,000 leading firms and startups, utilizing advanced technology to offer solutions such as full exchange order book replay and seamless integration with programming languages like Python and C++.

📋 Description

• 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.