Technical Support Engineer, L1/Frontline Support

This is a fully remote position, open to applicants in Hong Kong.

📋 Description

• Serve as the initial point of contact for customer support inquiries, addressing common customer concerns related to API usage, onboarding, authentication, integration, and billing.

• Elevate issues to L2/L3 support or engineering while ensuring precise ticket status, steps for reproduction, and logs are maintained.

• Recognize recurring inquiries and assist in enhancing documentation, FAQs, and onboarding resources.

• Occasionally produce technical content, including tutorials, how-to guides, and blog articles that assist developers in maximizing the benefits of our APIs.

• Aid in managing and expanding our online developer communities (Slack, Reddit, etc.) by responding to inquiries and gathering feedback.

⛳️ Requirements

• Previous experience with Databento's API is highly preferred, along with a background in financial trading and/or market data.

• Minimum of 2 years of experience in technical support, QA, or engineering roles.

• Proficient in Python.

• Familiarity with troubleshooting tools (Wireshark, tcpdump, ss, nc, telnet, strace, gdb, perf, eBPF, lsof, curl, xxd, jq, SQL) is advantageous.

• Experience with observability tools (Grafana, Prometheus, Loki, Sentry) is a plus.

• Excellent technical communication skills. Experience in DevRel (e.g., managing Discord communities, creating technical blog posts, podcasts, videos, etc.) is a plus.

• Background in an early-stage startup is a plus.

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

🏝️ Benefits

• [Insert benefits here]

• [Insert additional benefits here]

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