Technical Support Engineer (L1 Frontline Support)
3 days ago
Girona
ph3Responsibilities /h3 ulliThis 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 /liliAct as the first point of contact for customer support inquiries, resolving common customer issues related to API usage, onboarding, authentication, integration, and billing /liliEscalate issues to L2/L3 support or engineering while maintaining accurate ticket status, reproduction steps, and logs /liliIdentify recurring questions and contribute improvements to documentation, FAQs, and onboarding materials /liliWrite technical content on occasion, including tutorials, how-to guides, and blog posts that help developers get the most out of our APIs /liliHelp manage and grow our online developer communities (Slack, Reddit, etc.) by answering questions and surfacing feedback /li /ul h3Benefits /h3 ulli401k /liliHealth and dental insurance /liliUnlimited PTO /li /ul h3Qualifications and Skills /h3 ulliStrong technical communication skills. /liliDevRel experience (e.g. managing Discord communities, creating technical blog posts, podcasts, videos, etc) is a plus. /liliPrior experience with Databento’s API is strongly preferred, as well as familiarity with financial trading and/or market data. /liliExperience with troubleshooting tools (Wireshark, tcpdump, ss, nc, telnet, strace, gdb, perf, eBPF, lsof, curl, xxd, jq, SQL) is a plus. /liliExperience with observability tools (Grafana, Prometheus, Loki, Sentry) is a plus. /liliAt least 2 years of experience in technical support, QA, or engineering. /liliWorking proficiency in Python. /liliExperience at an early-stage startup is a plus. /liliEven if your experience doesn’t exactly match the qualifications listed, we still want to hear from you. /li /ul /p #J-18808-Ljbffr