Lead customer-facing support function, manage Technical Support Engineers, and serve as senior point of contact for key commercial clients. Technical expertise in REST APIs and Python scripting required. Excellent communication and leadership skills.
Key Highlights
Key Responsibilities
Technical Skills Required
Benefits & Perks
Nice to Have
Job Description
Technical Support Manager
Theta Data • Remote • Mid-Level
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.
We're hiring a Manager of Technical Support to lead our customer-facing support function and personally own relationships with our most important commercial accounts. This is a dual-track leadership role: you will manage and develop a team of Technical Support Engineers while also serving as the senior point of contact for key commercial clients.
Our customers are quantitative researchers, developers, and traders who ask technically sophisticated questions about financial data, APIs, and data integrity. You need to be technical enough to set the standard for your team, review and improve their work, and step in on the hardest problems, while also being the trusted partner that commercial clients call when it matters most.
You will be responsible for the quality and consistency of the support experience across all customers, the career growth of your engineers, and the health of Theta Data's commercial client base. We believe the most important feature is the one the customer already paid for. We want a leader who will hold the team to that promise, and model it personally.
Team Leadership & Management
- Manage, mentor, and develop a team of Technical Support Engineers, setting clear expectations for quality, responsiveness, and technical rigor
- Review and improve engineer responses, Jira escalations, and internal documentation, raising the bar on clarity and thoroughness
- Own team hiring, onboarding, and performance feedback
- Build and refine support processes: triage workflows, escalation paths, SLA standards, and documentation practices
- Identify patterns in support volume and recurring issues; work with Engineering to drive systemic fixes
- Serve as the senior escalation point for the most complex or sensitive customer issues
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Hands-On Technical Support
- Be personally active in the support queue, handling escalations, complex cases, and commercial client issues directly
- 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
- Provide clear, expert guidance to customers and model the communication standard for your team
Required
- People Management Experience: proven track record leading and developing technical support or customer-facing engineering teams
- Technical Depth: comfortable with REST APIs and Python scripting; able to diagnose complex data and integration issues, write clear engineering escalations, and set the technical standard for your team
- Communication: exceptional written and verbal communication; able to explain a complex API behavior to a quant and articulate product value to a head of research with equal clarity
- Process Builder: You've built or significantly improved the systems that make a support team run (triage workflows, escalation paths, SLA standards, documentation practices), and you know what good looks like
- Customer Satisfaction: You've implemented structured feedback loops (NPS, CSAT, or similar) to track how customers feel and used that signal to drive real improvements
- Ability to work an Eastern timezone schedule
- Ability to cover for weekend support shifts when needed
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Nice to Have
- Financial Data experience - options markets and derivatives data (options, equities, OHLCV, Greeks, etc.) and direct experience working with financial data APIs or market data platforms
- Familiarity with Jira or similar issue tracking tools
- Experience with Intercom or similar support platforms
- Exposure to SQL or database queries for data validation
- Prior experience in a usage-based or API-first SaaS business
- Experience managing support for data products sold to quantitative or institutional finance customers
- Competitive salary 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
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