Technical Support Engineer (L1/Frontline Support), APAC
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 cases and escalates complex issues to senior support or engineering
Domain
Financial technology / Market data
Deliverable
client delivery
Required skills
Python, troubleshooting tools (Wireshark, tcpdump, ss, nc, telnet, strace, gdb, perf, eBPF, lsof, curl, xxd, jq, SQL), observability tools (Grafana, Prometheus, Loki, Sentry)
Preferred skills
Prior experience with Databento's API, familiarity with financial trading and/or market data, experience with troubleshooting tools, experience with observability tools, DevRel experience, experience at an early-stage startup
Technologies
Python, Wireshark, tcpdump, ss, nc, telnet, strace, gdb, perf, eBPF, lsof, curl, xxd, jq, SQL, Grafana, Prometheus, Loki, Sentry, Slack, Reddit
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.
Seniority
L1, frontline support