Databento

Financial Services

TechnicalSupportEngineer(L1/FrontlineSupport),APAC

$240–360k ~AI est. Hong Kong, China; Shanghai, China; Singapore, Singapore; Beijing, China; Seoul, South Korea; Tokyo, Japan; Kuala Lumpur, Malaysia Remote Friendly
The Brief

“Technical Support Engineer (L1/Frontline Support), APAC at Databento. Skills: Technical support, API usage, Customer issues. Act as first point of contact for customer. Resolve common customer issues related to API usage”

Industry & Context.

Financial Services
Problems you'll solve

Troubleshooting; Root cause analysis

Eligibility Requirements

APAC hours support

What They're Looking For.

Must Have

2 years of experience in technical support, 2 years of experience in QA, 2 years of experience in engineering, Working proficiency in Python

Nice to Have

Prior experience with Databento's API, Familiarity with financial trading, Familiarity with market data, Experience with troubleshooting tools, Experience with observability tools, DevRel experience, Experience at an early-stage startup

What You'll Do.

Act as first point of contact for customer

Resolve common customer issues related to API usage

Resolve common customer issues related to onboarding

Resolve common customer issues related to authentication

Resolve common customer issues related to integration

Resolve common customer issues related to billing

Escalate issues to L2/L3 support

Escalate issues to engineering

Maintain accurate ticket status

Maintain reproduction steps

Identify recurring questions

Contribute improvements to documentation

Contribute improvements to FAQs

Contribute improvements to onboarding materials

Write technical content

Help manage online developer communities

Help grow online developer communities

Answer questions in communities

Surface feedback from communities

How You'll Work.

Team & Collaboration

Senior support; Engineering

Communication Scope

Technical content; Technical writing

Free ATS check

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