What are the responsibilities and job description for the Technical Support Engineer position at ThetaData?
About Theta Data
Theta 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 Role
We'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 be able to diagnose problems in depth.
Your primary responsibility is to monitor Intercom, 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 respond to incoming customer issues in a timely manner
- Diagnose technical problems related to API behavior, data quality, authentication, and request handling
- 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 to Engineering
- Identify recurring issues and surface patterns to help Engineering prioritize fixes
- Create and maintain internal documentation on common issues, workarounds, and resolution steps
What We're Looking For
Required
- Prior experience with financial data APIs or market data platforms
- Understanding of options markets and derivatives data
- 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
Nice to Have
- Familiarity with Jira or similar issue tracking tools
- Experience with Intercom or similar support platforms
- Exposure to SQL or database queries for data validation
Why 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 and 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