[Hiring] Technical Support Engineer @Dataminr

Role Description

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. 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.

• 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.

Qualifications

• 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.
• 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.

Benefits

• Flexible work arrangements.
• Generous PTO and sick leave.
• Competitive benefits package aimed at keeping all our employees happy and healthy.