Technical Support Engineer

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 leads 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. Our data problems are real: tick-level options data is among the most intricate financial data to store, index, and serve at scale.

The Role

Support Engineers are the people our customers talk to when something in their data or their code does not look right. You will work directly with the developers, quants and trading firms who build on our API, reproduce what they see against the live platform, and either get them unblocked or give Engineering a report they can act on.

This is a hands on technical role. You will read requests and logs, run the Theta Terminal, write small scripts and learn US options and equities market data in depth. The position is full time and remote, working US daytime hours, and reports to the Head of Customer Support.

What You'll Do

Help customers build on our data

• Own customer conversations from first message to resolution across chat, email and Discord, for individual developers and commercial clients.
• Answer technical questions about the REST API, Theta Terminal, Python library, streaming and our data products.
• Resolve account, subscription and access issues.

Find out what is really going on

• Reproduce reported data, connectivity and streaming problems against the live platform and check the behavior against our documentation.
• Work out whether the cause is the request, expected market behavior or a defect, and explain it in plain language.
• Escalate confirmed defects to Engineering with complete, reproducible tickets, and keep the customer informed until it is fixed.

Make the next answer faster

• Keep the support knowledge base, the known issues register and our documentation feedback up to date.
• Use the AI tools our team works with to speed up investigation and drafting, and check their output before it reaches a customer.
• Take a share of the team's weekend and after hours coverage rotation.

What We're Looking For

Required

• Experience in technical support, support engineering or a similar customer facing role for an API, SDK or other developer product.
• A solid grasp of web API fundamentals: HTTP, REST, status codes, query strings, JSON and CSV.
• Comfort on the command line and the ability to read and write simple scripts, preferably in Python.
• A methodical approach to troubleshooting: reproduce the problem, isolate the cause, and be clear about what you know and what you are still checking.
• Clear, plain written English. You can explain a technical cause to a customer in a few sentences and write a bug report an engineer can act on without follow up questions.
• Curiosity about financial markets and the drive to learn options and equities data in depth.

Nice to Have

• Knowledge of US market data: trades and quotes, NBBO, OPRA, option Greeks.
• Experience with WebSockets or other streaming APIs.
• SQL, and experience reading logs and monitoring dashboards.
• Experience running and troubleshooting Java applications.
• Experience with Intercom, Discord communities or Jira.
• Experience supporting commercial or enterprise clients.
• Everyday use of LLM tools, with a habit of verifying what they tell you.

Why Theta Data

• Competitive salary, equity, and benefits
• 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
• 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