Technical support engineer

About Theta DataTheta Data is a pioneering data company specializing in low-latency APIs for delivering high-speed options and stocks data. 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 DoMonitor Intercom and Discord and respond to incoming customer issues in a timely mannerDiagnose technical problems related to API behavior, data quality, authentication, request handling, and account set-upWrite and run Python scripts to reproduce issues and validate data against expected behaviorMake REST API calls to investigate and isolate bugs or unexpected responsesProvide workarounds and clear guidance to customers where possibleWrite thorough, reproducible Jira tickets and escalate unresolved issuesIdentify recurring issues and surface patterns to help prioritize fixesCreate and maintain internal documentation on common issues, workarounds, and resolution stepsWhat We're Looking ForRequiredExperience working in a technical support or customer-facing engineering roleComfort working with REST APIs, including reading documentation, making requests, and interpreting responsesWorking knowledge of Python for scripting, data inspection, and reproducing issuesStrong written communication skills, with the ability to explain technical issues clearly to both customers and engineersDetail-oriented and systematic approach to diagnosing problemsWeekend support rotationNice to HavePrior experience with financial data APIsFamiliarity with financial data concepts (options, equities, market data, OHLCV, Greeks, etc.)Familiarity with Jira or similar issue tracking toolsExperience with Intercom or similar support platformsExposure to SQL or database queries for data validationWhy Theta DataRapid growth: the platform and team are both scaling fastReal challenges: data at scale, low-latency systems, complex financial dataHigh ownership: a small team means your decisions matter;
you will influence how we operateRemote-first: work from anywhereDirect impact: your work reaches thousands of quants and researchers dailyA role that rewards genuine curiosity about financial data and technical problem-solving