Technical Support Engineer

Theta Data is a pioneering data company specializing in low-latency APIs for delivering high-speed options and stocks data. They are seeking a Technical Support Engineer to be the front line of customer experience, diagnosing technical issues related to financial data and APIs while providing clear guidance and support to customers.

Responsibilities:

• Monitor Intercom and respond to incoming customer issues in a timely manner
• Diagnose technical problems related to API behavior, data quality, authentication, and request handling
• Write and run Python scripts to reproduce issues and validate data against expected behavior
• Make REST API calls to investigate and isolate bugs or unexpected responses
• Provide workarounds and clear guidance to customers where possible
• Write thorough, reproducible Jira tickets and escalate unresolved issues to Engineering
• Identify recurring issues and surface patterns to help Engineering prioritize fixes
• Create and maintain internal documentation on common issues, workarounds, and resolution steps

Requirements:

• Prior experience with financial data APIs or market data platforms
• Understanding of options markets and derivatives data
• Experience working in a technical support or customer-facing engineering role
• Comfort working with REST APIs, including reading documentation, making requests, and interpreting responses
• Working knowledge of Python for scripting, data inspection, and reproducing issues
• Strong written communication skills, with the ability to explain technical issues clearly to both customers and engineers
• Detail-oriented and systematic approach to diagnosing problems
• Familiarity with Jira or similar issue tracking tools
• Experience with Intercom or similar support platforms
• Exposure to SQL or database queries for data validation