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Technical Support Engineer (L1 / Frontline Support)

1 month, 1 week ago
United States
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
Grafana Prometheus Python SQL Wireshark
Apply Now
Databento

Databento

Databento provides real time and historical market data APIs. Access data for equities, futures, options, and more with one integration. Sign up for $125 in free credits. A simpler, faster way to get market data. Databento makes it simpler and faster t...

IT Services
11-50
Founded 2019
View All Jobs 7

Description

  • 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 complex 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 improve documentation, FAQs, and onboarding materials.
  • Participate in the frontline support on-call rotation.

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.
  • Strong technical communication skills.
  • Prior experience using Databento as a customer is strongly preferred.
  • Experience with troubleshooting tools such as Wireshark, tcpdump, ss, nc, telnet, strace, gdb, perf, eBPF, lsof, curl, xxd, jq, or SQL is a plus.
  • Experience with observability tools such as Grafana, Prometheus, Loki, or Sentry is a plus.

Interested in this position?

Apply directly on the company website

Apply Now

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