Technical Support Engineer (L1/Frontline Support)
Core
First point of contact for customer issues related to API usage, onboarding, authentication, integration, and billing for a market data platform.
Role type
L1 frontline technical support engineer
Builds
Resolves common support cases and escalates complex issues to senior support or engineering
Domain
Financial technology / Market data APIs
Deliverable
client delivery
Required skills
Python, troubleshooting tools (Wireshark, tcpdump, curl, SQL), technical communication
Preferred skills
Financial trading/market data familiarity, observability tools (Grafana, Prometheus), DevRel experience, early-stage startup experience
Technologies
Python, Wireshark, tcpdump, Grafana, Prometheus, Loki, Sentry, SQL
Responsibilities
Act as first point of contact for customer support inquiries; Escalate issues to L2/L3 support or engineering; Identify recurring questions and contribute to documentation; Write technical content (tutorials, guides, blog posts); Manage online developer communities
Seniority
L1, frontline IC