Technical Support Engineer (L1 Frontline Support)

Databento; Salt; Presencial; EUR 35.000 - 60.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

401k

Health and dental insurance

Unlimited PTO

Descripción de la vacante

Databento in Salt, Spain is seeking a Customer Support Specialist to act as the first contact for customer issues, focusing on API-related inquiries. The ideal candidate will possess strong technical communication skills and experience in a technical support environment.

Responsibilities include resolving customer issues and contributing to documentation improvements. Benefits include 401k, health insurance, and unlimited PTO, fostering a supportive work culture.

Formación

• Strong technical communication skills are essential.
• Two or more years of experience in technical support, QA, or engineering preferred.
• Familiarity with financial trading or market data is a plus.

Responsabilidades

• Act as first point of contact for customer support inquiries.
• Resolve common customer issues related to API usage and onboarding.
• Identify recurring questions and contribute to documentation improvements.

Conocimientos

Strong technical communication skills

DevRel experience

Prior experience with Databento's API

Troubleshooting tools experience

Observability tools experience

At least 2 years in technical support, QA, or engineering

Working proficiency in Python

Experience at an early-stage startup

Herramientas

Wireshark

tcpdump

Grafana

Sentry

Descripción del empleo

Responsibilities

• This role sits squarely at L1: you’ll be the first point of contact for customer issues, responsible for understanding the problem, resolving common and well-documented cases, and escalating more complex issues to senior support or engineering with clear reproduction steps and context
• 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
• Write technical content on occasion, including tutorials, how-to guides, and blog posts that help developers get the most out of our APIs
• Help manage and grow our online developer communities (Slack, Reddit, etc.) by answering questions and surfacing feedback

Benefits

• 401k
• Health and dental insurance
• Unlimited PTO

Qualifications and Skills

• 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.