2 Technical Support Engineer L1 Frontline Support

## About the role 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, 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. ## 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. ## About the company 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.