Technical Support Engineer (L1/Frontline Support) in Chicago

Energy Jobline
Chicago, United States of America
10 days ago

Role details

Contract type
Permanent contract
Employment type
Full-time (> 32 hours)
Working hours
Regular working hours
Languages
English
Experience level
Intermediate

Job location

Chicago, United States of America

Tech stack

API
Python
CURL
Prometheus
SQL Databases
Tcpdump
Telnet
Wireshark
Diagnostic Tools
Grafana
Perf (Linux)
Bug Reporting
Sentry
Discord

Job description

  • 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.

Requirements

  • Prior experience with Databento's API is strongly , as well as familiarity with financial trading and/or market data.
  • At least 2 years of experience in technical support, QA, or engineering.
  • Working proficiency in Python.
  • Experience with troubleshooting tools (Wireshark, tcpdump, ss, nc, telnet, strace, gdb, perf, eBPF, lsof, curl, xxd, jq, SQL) is a plus.
  • Experience with observability tools (Grafana, Prometheus, Loki, Sentry) is a plus.
  • Strong technical communication skills. DevRel experience (e.g. managing Discord communities, creating technical blog posts, podcasts, videos, etc) is a plus.
  • Experience at an early-stage startup is a plus.

About the company

The financial industry is growing at a record pace, but our data providers are still stuck in the past - with cumbersome onboarding processes, complicated APIs, slow infrastructure, and expensive licensing costs. Databento is the next market data provider - with the radical idea that you should only pay for the data that you use. We power the world's largest finance and fintech institutions and lower the barrier of entry for small startups, gaining over 4,000 users during our first year of launch. Our team brings former experience at the world's leading quantitative firms, including Two Sigma, Flow Traders, Tower Research, PDT Partners, SIG, and more.

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