At a Glance
- Tasks: Be the first point of contact for customer support and resolve common issues.
- Company: Join Databento, a next-gen market data provider shaking up the financial industry.
- Benefits: Enjoy competitive pay, flexible hours, and opportunities for professional growth.
- Other info: Dynamic startup environment with a focus on innovation and community engagement.
- Why this job: Make a real impact in finance while working with cutting-edge technology.
- Qualifications: Experience in technical support and familiarity with APIs and financial data preferred.
The predicted salary is between 30000 - 40000 £ per year.
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. Databento is the next generation market data provider — with the radical idea that you should only pay for the data that you use. We power the world's largest finance and fintech institutions and lower the barrier of entry for small startups, gaining over 4,000 users during our first year of launch. Our team brings former experience at the world's leading quantitative firms, including Two Sigma, Flow Traders, Tower Research, PDT Partners, SIG, and more.
This role sits squarely at L1: you’ll be the first point of contact for customer issues during EU 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.
- 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 EU region to provide support coverage during business hours.
Technical Support Engineer (L1/Frontline Support), EU in London employer: Databento
At Databento, we pride ourselves on being an innovative leader in the financial data industry, offering a dynamic work environment that fosters growth and collaboration. As a Technical Support Engineer, you'll be part of a passionate team dedicated to transforming market data access for clients across the globe, with ample opportunities for professional development and a supportive culture that values your contributions. Located in the EU, you will enjoy a flexible work-life balance while engaging with cutting-edge technology and a diverse community of finance and tech enthusiasts.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Engineer (L1/Frontline Support), EU in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Databento. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Databento before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Engineer (L1/Frontline Support), EU in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Databento:Your cover letter is your chance to shine! Tell us why you want to work at Databento specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Databento!
How to prepare for a job interview at Databento
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
