L1 technical support role acting as the first point of contact for EU customers during business hours, resolving common API and onboarding issues while escalating complex cases to engineering.
The base salary range for this role is $65,000–$150,000, benchmarked to Tier 1 locations in each country. Total compensation may also include bonuses, commissions, and equity, depending on the role.
- 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.
- Nice to have: Experience with Databento's API
- Nice to have: Financial trading
- Nice to have: market data
- Nice to have: DevRel experience
- Nice to have: Early-stage startup experience
Heavy Equipment Operator/LaborerRA Holdings Group · Sanford, US
Technical Support Engineer (L1/Frontline Support), EUDatabento · Remote, United Kingdom