Technical Support Engineer – L1 Frontline (APAC)

About the role

This position is the first point of contact for customers during APAC business hours. You will understand and resolve common API, onboarding, authentication, integration, and billing issues, and escalate complex problems with clear reproduction steps.

Key responsibilities

• Act as the first point of contact for customer support inquiries, resolving 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 contribute improvements to documentation, FAQs, and onboarding materials.
• Write technical content occasionally, including tutorials, how‑to guides, and blog posts.
• Help manage and grow online developer communities (Slack, Reddit, etc.) by answering questions and surfacing feedback.

Required profile

• Prior experience with Databento's API is strongly preferred; familiarity with financial trading or market data.
• At least 2 years of experience in technical support, QA, or engineering.
• Working proficiency in Python.
• Experience with troubleshooting tools (e.g., 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; DevRel experience is a plus.
• Experience at an early‑stage startup is a plus.
• Based in the APAC region to provide support coverage during business hours.

Required skills

• Python programming
• Troubleshooting tools (Wireshark, tcpdump, ss, nc, telnet, strace, gdb, perf, eBPF, lsof, curl, xxd, jq, SQL)
• Observability tools (Grafana, Prometheus, Loki, Sentry)