Responsibilities

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

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

Benefits

401k

Health and dental insurance





Unlimited PTO

Qualifications and Skills

Strong technical communication skills.

DevRel experience (e.g. managing Discord communities, creating technical blog posts, podcasts, videos, etc) is a plus.

Prior experience with Databento’s API is strongly preferred, as well as familiarity with financial trading and/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.

At least 2 years of experience in technical support, QA, or engineering.

Working proficiency in Python.

Experience at an early-stage startup is a plus.

Even if your experience doesn’t exactly match the qualifications listed, we still want to hear from you.

📌 Technical Support EngineerFrontline Support) (Madrid)
🏢 Databento
📍 Madrid