Technical Support Engineer

Technical Support Engineer - Detalhes da Vaga. ● Our mission is to empower users with real-time, actionable information to make well-informed decisions in dynamic financial markets. ● With a focus on speed and broad data coverage, Theta Data stands at the forefront of the options data industry by providing essential tools and insights. ● We are dedicated to equipping professionals with the resources needed to excel in a competitive landscape. ●We''re a small, nimble team growing quickly. ● Our platform handles billions of database requests daily, and we''re just getting started. ● The complexity of our data problems is real: tick-level options data is among the most intricate financial data to store, index, and serve at scale. ● We take engineering seriously. ●The RoleWe''re hiring a Technical Support Engineer to be the front line of the customer experience at Theta Data. ● This is not a generic helpdesk role. ● Our customers are quantitative researchers, developers, and traders who ask technically sophisticated questions about financial data, APIs, and data integrity. ● You''ll need to understand what they''re asking and diagnose problems in depth. ●Your primary responsibility is to monitor Intercom and Discord to identify, triage, and respond to customer issues as they come in. ● When you can resolve an issue or provide a working workaround, you do it. ● When you can''t, write a clear, well-documented Jira ticket and escalate to Engineering with everything they need to act quickly, and track the ticket''s progress until it''s complete. ● We believe the most important feature is the one the customer already paid for. ● We take this promise seriously, and we want someone who will, too!What You''ll Do- Monitor Intercom and Discord and respond to incoming customer issues in a timely manner- Diagnose technical problems related to API behavior, data quality, authentication, request handling, and account set-up- Write and run Python scripts to reproduce issues and validate data against expected behavior- Make REST API calls to investigate and isolate bugs or unexpected responses- Provide workarounds and clear guidance to customers where possible- Write thorough, reproducible Jira tickets and escalate unresolved issues- Identify recurring issues and surface patterns to help prioritize fixes- Create and maintain internal documentation on common issues, workarounds, and resolution stepsWhat We''re Looking ForRequired- Experience working in a technical support or customer-facing engineering role- Comfort working with REST APIs, including reading documentation, making requests, and interpreting responses- Working knowledge of Python for scripting, data inspection, and reproducing issues- Strong written communication skills, with the ability to explain technical issues clearly to both customers and engineers- Detail-oriented and systematic approach to diagnosing problems- Weekend support rotationNice to Have- Prior experience with financial data APIs- Familiarity with financial data concepts (options, equities, market data, OHLCV, Greeks, etc. ●)- Familiarity with Jira or similar issue tracking tools- Experience with Intercom or similar support platforms- Exposure to SQL or database queries for data validationWhy Theta Data- Rapid growth: the platform and team are both scaling fast- Real challenges: data at scale, low-latency systems, complex financial data- High ownership: a small team means your decisions matter; you will influence how we operate- Remote-first: work from anywhere- Direct impact: your work reaches thousands of quants and researchers daily- A role that rewards genuine curiosity about financial data and technical problem-solving. Requisitos para participar do processo. ● . O que oferecemos.