Technical Support Engineer, L1/Frontline Support

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

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

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

• Recognize recurring questions and aid in enhancing documentation, FAQs, and onboarding materials.

• Occasionally create technical content, including tutorials, how-to guides, and blog posts that assist developers in maximizing the use of our APIs.

• Contribute to the management and growth of 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.

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

• Proficiency in Python is required.

• 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 beneficial.

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

• Experience in an early-stage startup environment is a plus.

• Must be located in the EU region to ensure support coverage during business hours.

🏝️ Benefits

• Health insurance

• Professional development opportunities