Technical Support Engineer

Company Overview

Databento is a fast-growing startup that provides modern APIs for financial market data, making it dramatically easier for firms of all sizes to access and use market data. As a Series A company, we’ve raised $37.8M to date and grown revenue by over 400% YoY.

This is a customer-facing, first-line support position focused on triaging issues, answering technical questions, and helping customers successfully use Databento’s APIs and data products.

This 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 context.

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.
• Participate in frontline support on-call rotation.

Requirements

• Bachelor's degree in computer science or a comparable technical background.
• Prior experience using Databento as a customer is strongly preferred.
• 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 with observability tools (Grafana, Prometheus, Loki, Sentry) is a plus.
• Strong technical communication skills.