Technical Support Engineer (L1 / Frontline Support)

Job description

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 onboa...