Technical Support Engineer (L1 / Frontline Support)

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 generation 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. This role sits squarely at L1: you’ll be the first point of contact for customer issues during EU/APAC hours, 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, 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.