Technical Support Engineer (L1/Frontline Support)

Databento
Boston, Salt Lake City, San Francisco, New York
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: bachelorsSkills: ["Communication","Problem-solving","Customer service","Teamwork","Adaptability"]

Provide first-line, customer-facing technical support for Databento’s APIs and data products. Triage and resolve common API usage, onboarding, authentication, integration, and billing issues, escalate complex cases to L2/L3, and contribute to knowledge base and onboarding materials. Collaborate in an on-call rotation to ensure smooth frontline support and clear reproduction steps for engineering.

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FursaFursa
Databento
Databento
4 months ago

Technical Support Engineer (L1/Frontline Support)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Provide first-line, customer-facing technical support for Databento’s APIs and data products. Triage and resolve common API usage, onboarding, authentication, integration, and billing issues, escalate complex cases to L2/L3, and contribute to knowledge base and onboarding materials. Collaborate in an on-call rotation to ensure smooth frontline support and clear reproduction steps for engineering.
Location: Boston, Salt Lake City, San Francisco, New York
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Act as the first point of contact for customer support inquiries.
  • •Resolve common customer issues related to API usage, onboarding, authentication, integration, and billing.
  • •Escalate issues to L2/L3 support or engineering with clear documentation, reproduction steps, and logs.
  • •Maintain accurate ticket status, notes, and customer communication.
  • •Identify recurring questions and contribute improvements to documentation, FAQs, and onboarding materials.

Key Requirements

  • •Bachelor's degree in computer science or a comparable technical background.
  • •At least 2 years of experience in technical support, QA, or engineering.
  • •Working proficiency in Python.
  • •Familiarity with financial trading or market data.
  • •Experience with troubleshooting tools (Wireshark, tcpdump, ss, nc, telnet, strace, gdb, perf, eBPF, lsof, curl, xxd, jq, SQL) is a plus.
Experience:2+ yearsFintechAPIsFinancial data
Education:Bachelor's
Skills:CommunicationProblem-solvingCustomer serviceTeamworkAdaptability
Languages:English
Tech Stack:PythonWiresharkTcpdumpSsNcTelnetStraceGdbPerfEBPFLsofCurlXxdJqSQLGrafanaPrometheusLokiSentry

Company Brief

Databento
Provides low-latency market data APIs and a standardized historical tick data marketplace for equities, futures, and options, enabling developers and firms to access, transform, and stream high-fidelity financial market data programmatically.
Industry: Data Infrastructure
Company Size: Small (11 to 50 employees)
Growth: Early Stage Startup
Funding: Seed
WebsiteLinkedIn