Technical Support Engineer (L1/Frontline Support)

Databento; United States; Remote; USD 85,000 - 120,000; Full time

Job summary

Databento, a fast-growing market data provider, is hiring an L1 Customer Support Engineer. You will diagnose API usage, onboarding, authentication, and billing issues, and escalate complex cases with clear reproduction steps.

You’ll work with engineering and documentation to reduce friction, write tutorials, and support developer communities. Requires 2+ years in technical support or engineering and strong Python skills.

Qualifications

• 2+ years of experience in technical support, QA, or engineering.
• Working proficiency in Python.
• Familiarity with Databento API and financial data is a plus.
• Strong technical communication skills.

Responsibilities

• Act as the first point of contact for customer support inquiries, resolving issues related to API usage, onboarding, authentication, integration, and billing.
• Escalate issues to L2/L3 support or engineering with clear reproduction steps and logs.
• Identify recurring questions and contribute improvements to documentation and onboarding materials.
• Write technical content such as tutorials, how-to guides, and blog posts for developers.
• Help manage and grow online developer communities by answering questions and surfacing feedback.

Skills

Python

API usage

Technical support

Documentation writing

Tools

Wireshark

tcpdump

curl

lsof

jq

SQL

strace

gdb

perf

eBPF

Job description

The financial industry is growing at a record pace, but our data providers are still stuck in the past — with cumbersome onboarding processes, complicated APIs, slow infrastructure, and expensive licensing costs.

Databento is the next generation market data provider — with the radical idea that you should only pay for the data that you use. We power the world’s largest finance and fintech institutions and lower the barrier of entry for small startups, gaining over 4,000 users during our first year of launch. Our team brings former experience at the world’s leading quantitative firms, including Two Sigma, Flow Traders, Tower Research, PDT Partners, SIG, and more.

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.

Responsibilities

• Act as the first point of contact for customer support inquiries, resolvingcommon 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.

What we typically look for

• Prior experience with Databento’s API is strongly preferred, as well as familiarity with financial trading and/or market data.
• At least 2 years of experience in technical support, QA, or engineering.
• Working proficiency in Python.
• 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. DevRel experience (e.g. managing Discord communities, creating technical blog posts, podcasts, videos, etc) is a plus.
• Experience at an early-stage startup is a plus.

Databento, Inc. provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or expression, veteran status, or genetics. In addition to federal law requirements, we comply with applicable state and local laws governing nondiscrimination in every location where we operate. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Pursuant to applicable laws, we consider qualified applicants with arrest or conviction records. If you need an accommodation, please let us know.

Our recruiting data suggests that underrepresented applicants often downplay their skills. Even if your experience doesn’t exactly match the qualifications listed, we still want to hear from you.