Technical Support Engineer (L1 / Frontline Support) (Fintech)

TL;DR

Technical Support Engineer (L1 / Frontline Support) (Fintech): Act as first point of contact for customer issues with financial market data APIs, resolving common problems in API usage, onboarding, authentication, integration, and billing. Focus on triaging inquiries, escalating complex cases with clear reproduction steps and logs, and contributing to documentation improvements.

Location: Remote / Boston / Salt Lake City / San Francisco / New York (US)

Company

Fast-growing Series A startup providing modern APIs for financial market data.

What you will do

• Act as first point of contact for customer support inquiries.
• Resolve common issues related to API usage, onboarding, authentication, integration, and billing.
• Escalate complex issues to L2/L3 support or engineering with documentation, reproduction steps, and logs.
• Maintain accurate ticket status, notes, and customer communication.
• Identify recurring questions and improve documentation, FAQs, and onboarding materials.
• Participate in frontline support on-call rotation.

Requirements

• Bachelor's degree in computer science or comparable technical background
• Prior experience using hirify.global as a customer (strongly preferred)
• At least 2 years of experience in technical support, QA, or engineering
• Working proficiency in Python
• Familiarity with financial trading or market data
• Strong technical communication skills

Nice to have

• Experience with troubleshooting tools (Wireshark, tcpdump, ss, nc, telnet, strace, gdb, perf, eBPF, lsof, curl, xxd, jq, SQL)
• Experience with observability tools (Grafana, Prometheus, Loki, Sentry)

Culture & Benefits

• Equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, veteran status, or genetics.
• Compliance with federal, state, and local nondiscrimination laws.
• Consider qualified applicants with arrest or conviction records.
• Accommodations available upon request.