Technical Support Engineer (L1/Frontline Support), APAC

The financial industry is growing at a record pace, but our data providers are still stuck in the past — with cumbersome onboarding processes, complicated APIs, slow infrastructure, and expensive licensing costs.

This role sits squarely at L1: you’ll be the first point of contact for customer issues during APAC hours, 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.

Responsibilities

• 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.

What we typically look for

• Prior experience with Databento's API is strongly preferred, as well as familiarity with financial trading and/or market data.
• At least 2 years of experience in technical support, QA, or engineering.
• Working proficiency in Python.
• 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.
• Strong technical communication skills. DevRel experience (e.g. managing Discord communities, creating technical blog posts, podcasts, videos, etc.) is a plus.
• Experience at an early-stage startup is a plus.
• Based in the APAC region to provide support coverage during business hours.

The base salary range for this role is $45,000–$115,000, benchmarked to Tier 1 locations in each country. Total compensation may also include bonuses, commissions, and equity, depending on the role.

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Our recruiting data suggests that underrepresented applicants often downplay their skills. Even if your experience doesn’t exactly match the qualifications listed, we still want to hear from you. Please apply!