Technical Support Engineer

See yourself at Dataminr

As a Technical Support Engineer at Dataminr, you'll be the go-to problem-solver for our enterprise customers, digging into authentication issues, platform hiccups, and integration headaches to figure out what went wrong and how to fix it. The role covers troubleshooting SSO configurations, debugging alert delivery across email, mobile, webhook, and API channels, and working through customer-side network and environmental issues, often tracing problems back through logs and data to pin down the root cause. This is a fully remote role with a consistent shift that may fall outside standard business hours, plus participation in an on-call rotation that includes occasional weekend coverage.

AI Innovation at Dataminr

Working at Dataminr you’ll have the opportunity to tackle the most exciting trends in AI on a daily basis to power a revolutionary product that uncovers critical events around the world as they unfold.

Regenerative AI: our AI technology, ReGenAI, is a new form of generative AI that automatically regenerates real-time Live Event Briefs as events unfold. Learn more here.

Agentic AI: we recently launched our Agentic AI capability, what we’re calling our Intel Agents, that autonomously generates critical context for our clients on real-time events, threats, and risks allowing them to see the clearest, most accurate view of what’s happening on the ground. Learn more here

Multimodal AI: our platform detects events from many different types of data (images, video, sensor data, audio, and text in over 150 languages). Learn more here.

The opportunity

• Configure and deploy SSO integrations for enterprise customers across various identity provider environments, and troubleshoot authentication failures when they arise
• Investigate and resolve login failures, platform access issues, and browser-level problems

Debug alert delivery failures across email, mobile, webhook, and API channels

Troubleshoot customer-side environmental issues including network, firewall, proxy, and DNS configurations

Support API troubleshooting and integration-related cases

Investigate logs and data to identify patterns and root causes

Take charge of all customer issues, including questions about product functionality, initial troubleshooting, identification of root causes, issue resolution, and communication

Collaborate with Product, Engineering, and Customer Success on identifying and resolving product defects

Be an active contributor to our knowledge base and other support documentation

Participation in an on-call rotation that includes occasional weekend coverage

What You Bring

At Dataminr, we value you for who you are. We encourage you to apply for this role, even if you don’t meet every qualification. Our candidates are reviewed on the basis of their skill and potential to succeed.

• 3+ years of experience in a technical support, systems engineering, or related technical role
• Demonstrated ability to troubleshoot independently across unfamiliar systems
• Understanding of network infrastructure, firewalls, proxies, DNS, and how corporate IT environments affect SaaS access
• Experience with API troubleshooting or integration support
• Experience with bug reproduction, log review, and problem isolation in web and mobile applications, SSO, and API implementations
• Familiarity with ticketing and productivity tools such as Salesforce, Zendesk, and Jira
• Familiarity with tools and workflows used by security operations professionals, including SIEM platforms, threat intelligence tooling, and security-focused integrations. Our customer base is heavily security-oriented, and understanding their environment and workflows is important.
• Familiarity with writing or reading basic queries for data lookup and log review

Excellent written and verbal communication skills, able to explain complex technical concepts in non-technical terms

Experience authoring, structuring, and administering documents for training and knowledge bases

Experience working independently without immediate supervision, managing multiple tasks, and meeting critical SLAs and deadlines

Professional, reliable, and comfortable operating in a business setting

About Dataminr

At Dataminr, we are a mission driven team of talented builders, creators and visionaries who have real-world impact on how organizations are able to respond to events. Dataminr’s groundbreaking, AI-powered, intelligence platform provides organizations with the earliest signals of emerging risks, events, and threats before they unfold. Trusted by two-thirds of the Fortune 50 and half of the Fortune 100, Dataminr’s platform analyzes billions of public data inputs spanning text, image, video, audio and sensor data across 150+ languages, empowering our clients to stay one step ahead in an increasingly complex world where every second counts.

Founded in 2009, we have pioneered the world’s first real-time event detection platform, long before the recent Gen AI ‘boom.’ Dataminr operates all around the world united by our passion to use AI for the greater good, be agents of positive change and put our technology into the hands of clients charged with the responsibility to keep organizations running and keep people safe.

As our employees focus on developing our revolutionary technology, we focus on our employees. Dataminr is proud to offer a variety of flexible work arrangements, offices all over the world to foster collaboration, generous PTO and sick leave, and more, as part of our competitive benefits package aimed at keeping all our employees happy and healthy. Explore all our benefits here.

We believe our differences give us strength. Our employees are empowered to be their best, authentic selves through various opportunities, such as our robust employee resource group (ERG) network, manager development programming, professional development funds, and more.

We serve a global community made up of many cultures and strive to reflect the world and clients we serve, with a workforce built on merit and equity. We actively condemn racism and discrimination in any form. We stand for social good, fostering a culture of allyship, and standing up for those who face systemic barriers to equality. We lead with empathy and strive to be agents of positive change in our company and in our communities.

Dataminr is an equal opportunity and affirmative action employer. Individuals seeking employment at Dataminr are considered without regards to race, sex, colour, creed, religion, national origin, age, disability, genetics, marital status, pregnancy, unemployment status, sexual orientation, citizenship status or veteran status.