Technical Support Engineer (L1/Frontline Support), APAC

Databento; Salt Lake City (UT); Vor Ort; USD 60.000 - 90.000; Vollzeit

Zusammenfassung

Databento is seeking a dedicated L1 technical support engineer to be the first contact for customer issues during APAC hours. You will understand problems, resolve common API usage and onboarding questions, and escalate complex cases with clear reproduction steps.

You'll contribute to documentation, write tutorials, and assist developer communities to maximize API usage and adoption. Prior experience in technical roles and strong communication are essential.

Qualifikationen

• 2+ years in technical support, QA, or engineering.
• Strong technical communication skills and API familiarity.
• Experience with debugging and documenting issues is a plus.

Aufgaben

• Act as the first contact for customer support inquiries related to API usage, onboarding, authentication, integration, and billing.
• Escalate issues to higher-level support or engineering with clear reproduction steps and logs.
• Identify recurring questions and contribute to documentation and onboarding materials.
• Write tutorials and how-to guides to help developers use our APIs.
• Help manage online developer communities by answering questions and surfacing feedback.

Kenntnisse

Python

Technical troubleshooting

API usage

Customer communication

Ausbildung

2+ years in technical support/engineering

Tools

Wireshark

tcpdump

curl

jq

SQL

Jobbeschreibung

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 market data platform for modern finance. The company provides real-time and historical data across futures, options, and equities through a unified API. By owning the entire market data stack end-to-end, Databento is the first platform of its kind to combine the performance and reliability demanded by the world's leading trading firms with a dramatically simpler developer experience. Our team includes alumni of Two Sigma, Citadel Securities, Flow Traders, Tower Research, PDT Partners, SIG, and other top quantitative firms.

This role sits squarely at L1: you'll be the first point of contact for customer issues during APAC hours, 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, 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.

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.
• Based in the APAC region to provide support coverage during business hours.

Notice about phishing scams

Be cautious of phishing scams impersonating Databento that offer fake job interviews and request purchases. Official emails come only from @databento.com or us.greenhouse-mail.io (our ATS). Any other domains (e.g., databento-careers.com, databento.online) are fraudulent.

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.