Technical Support Engineer (L1/Frontline Support)

TL;DR

Technical Support Engineer (L1/Frontline Support): First point of contact for customer issues during EU hours, resolving common cases across API usage, onboarding, authentication, integration, and billing with an accent on accurate escalation to L2/L3 while providing clear reproduction steps and context. Focus on troubleshooting with Python and network/diagnostic tools, improving documentation, and supporting developer communities.

Location: Remote (London), based in the EU region

Company

hirify.global provides market data for finance and fintech institutions with usage-based pricing.

What you will do

• Handle incoming 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.
• Support and grow developer communities (Slack, Reddit) by answering questions and surfacing feedback.

Requirements

• Based in the EU 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.

Culture & Benefits

• Remote work with EU-hour coverage expectations.
• Focus on improving developer experience through documentation and community support.
• Clear L1-to-L2/L3 escalation process with structured context and reproduction steps.