Technical Support Engineer (L1 / Frontline Support)

Databento is a fast-growing startup that provides modern APIs for financial market data. They are seeking a Technical Support Engineer (L1) to be the first point of contact for customer issues, responsible for resolving common problems and escalating complex issues to senior support or engineering.

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
• Strong technical communication skills
• 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