Technical Support Engineer (L1/Frontline Support, EU)

Role overview

You will be the first point of contact for customer support issues at Databento, handling frontline inquiries and escalating complex problems as needed. You will also improve documentation and support developer communities.

Key missions / responsibilities

• Act as the first point of contact for customer support inquiries.
• Resolve common 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 improve documentation, FAQs, and onboarding materials.
• Contribute to documentation and help manage online developer communities (DevRel-style activities).

Requirements

• Based in the EU to provide coverage during business hours.
• Working proficiency in Python.
• At least 2 years of experience in technical support, QA, or engineering.
• Strong technical communication skills.

Nice-to-haves

• Prior experience with Databento’s API.
• Familiarity with financial trading and/or market data.
• Experience with observability tools: Grafana, Prometheus, Loki, Sentry.
• Experience with troubleshooting tools: Wireshark, tcpdump, ss, nc, telnet, strace, gdb, perf, eBPF, lsof, curl, xxd, jq, SQL.
• DevRel experience (e.g., managing Discord communities, creating technical content like blogs/podcasts/videos).
• Experience at an early-stage startup.