Technical Support Engineer (L1 Frontline Support)

ResponsibilitiesThis role sits squarely at L1: you’ll be the first point of contact for customer issues, responsible for understanding the problem, resolving common and well-documented cases, and escalating more complex issues to senior support or engineering with clear reproduction steps and contextAct as the first point of contact for customer support inquiries, resolving common customer issues related to API usage, onboarding, authentication, integration, and billingEscalate issues to L2/L3 support or engineering while maintaining accurate ticket status, reproduction steps, and logsIdentify recurring questions and contribute improvements to documentation, FAQs, and onboarding materialsWrite technical content on occasion, including tutorials, how-to guides, and blog posts that help developers get the most out of our APIsHelp manage and grow our online developer communities (Slack, Reddit, etc.) by answering questions and surfacing feedbackBenefits401kHealth and dental insuranceUnlimited PTOQualifications and SkillsStrong technical communication skills.DevRel experience (e.g. managing Discord communities, creating technical blog posts, podcasts, videos, etc) is a plus.Prior experience with Databento’s API is strongly preferred, as well as familiarity with financial trading and/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 with observability tools (Grafana, Prometheus, Loki, Sentry) is a plus.At least 2 years of experience in technical support, QA, or engineering.Working proficiency in Python.Experience at an early-stage startup is a plus.Even if your experience doesn’t exactly match the qualifications listed, we still want to hear from you.#J-*****-Ljbffr

Strong technical communication skills. DevRel experience (e.g. managing Discord communities, creating technical blog posts, podcasts, videos, etc) is a plus. Prior experience with Databento’s API is strongly preferred, as well as familiarity with financial trading and/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 with observability tools (Grafana, Prometheus, Loki, Sentry) is a plus. At least 2 years of experience in technical support, QA, or engineering. Working proficiency in Python. Experience at an early-stage startup is a plus. Even if your experience doesn’t exactly match the qualifications listed, we still want to hear from you. #J-*****-Ljbffr

401k Health and dental insurance Unlimited PTO