Technical Support Engineer (L1 / Frontline Support)

TL;DR

Technical Support Engineer (L1 / Frontline Support): First point of contact for customer issues during EU/APAC hours, resolving common API, onboarding, authentication, integration, and billing cases with an accent on troubleshooting, accurate ticket handling, and escalation with clear reproduction steps and context. Focus on improving documentation and developer onboarding while supporting developer communities and writing technical how-to content when needed.

Location: Remote (EU/APAC time zones)

Company

hirify.global provides market data infrastructure for finance and fintech institutions, enabling customers to pay only for the data they use.

What you will do

• Handle customer support inquiries as the first point of contact and resolve common issues related to API usage, onboarding, authentication, integration, and billing.
• Escalate complex issues to L2/L3 support or engineering while keeping ticket status, reproduction steps, and logs accurate.
• Identify recurring questions and improve documentation, FAQs, and onboarding materials.
• Occasionally write technical content such as tutorials and how-to guides to help developers use the APIs effectively.
• Support and grow developer communities (Slack, Reddit, etc.) by answering questions and surfacing feedback.

Requirements

• Based in the EU/APAC region to provide support coverage during business hours.
• At least 2 years of experience in technical support, QA, or engineering.
• Working proficiency in Python.
• Strong technical communication skills.
• Prior experience with hirify.global’s API is strongly preferred, plus familiarity with financial trading and/or market data.

Nice to have

• Experience with troubleshooting tools (e.g., Wireshark, tcpdump, ss, nc, telnet, strace, gdb, perf, eBPF, lsof, curl, xxd, jq, SQL).
• Experience with observability tools (e.g., Grafana, Prometheus, Loki, Sentry).
• DevRel experience (managing developer communities and creating technical content).
• Experience at an early-stage startup.

Culture & Benefits

• Remote role with coverage aligned to EU/APAC business hours.
• Opportunity to improve developer documentation and onboarding based on recurring support needs.
• Occasional technical writing and community support to help developers succeed.