See yourself at Dataminr
As a Technical Support Engineer at Dataminr, you will provide outstanding experiences to enterprise-level customers with a passion for troubleshooting and a patient and cheerful attitude. You have extensive experience providing email and phone support to assist customers with product questions and issues. This is a US based role that is Remote or based out of our New York City Office. This role requires available working hours of 8am-4pm Eastern time and the ability to work an on-call weekend rotation as needed.
At Dataminr, we are creating a team of talented builders, creators and visionaries to have a real-world impact on how organizations respond to fast-emerging events as they unfold. We are 850 talented individuals, spanning seven global offices, united by our passion to use AI for the greater good and be agents of positive change in our company and in our communities.
We offer a competitive benefits package aimed at keeping you healthy and happy:
- Company paid medical, dental and vision insurance for employees and their dependents
- Generous PTO, unlimited sick days and remote working options
- Paid parental leave and family forming benefits
- Company equity (RSUs)
- Reimbursements for mental health and wellness apps
At Dataminr, we serve a global community made up of many cultures and strive to reflect the diversity of the world in which we live. We stand for social justice and we lead with empathy. We foster a culture of allyship, standing up for those who face systemic barriers to equality. We actively condemn racism and discrimination in any form.
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, individual learning and development funds, and more.
The opportunity
- Become an expert on all Dataminr products and proactively learn to support new features as they are developed.
- Take charge of all customer issues, including questions about product functionality, initial troubleshooting, identification of root causes, issue resolution, and communication.
- Work with internal teams including Product, Engineering, Sales, Operations, etc. in identifying product defects, testing, and designing solutions.
- Be an active contributor to our knowledge base of product content and other support documentation.
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.
- 5 years experience in a customer-facing technical software support role (not IT); preferably at SaaS companies.
- You have experience with bug reproduction, log review, and problem isolation in web and mobile applications, SSO, and API implementations.
- Experience using Okta, Salesforce, and Jira.
- Experience working independently without immediate supervision, managing multiple tasks, and meeting critical SLAs and deadlines.
- You have excellent written and verbal communication skills and can communicate complex technical terms in a non-technical manner.
- Experience authoring, structuring, and administering documents for training and knowledge bases.
About Dataminr
Dataminr, the world’s leading real-time information discovery platform, delivers the earliest warnings on high-impact events, emerging risks and other critical business information far in advance of other sources. Recognized as one of the world’s leading AI businesses, Dataminr enables faster response, more effective risk mitigation and stronger crisis management for public and private sector organizations spanning global corporations, first responders, NGOs and newsrooms. Most recently valued at $4.1B, Dataminr serves more than two-thirds of the Fortune 50 and half of the Fortune 100 companies and over 650 newsrooms worldwide.
Colorado, New York, California, Washington only: The salary range for this position is as indicated below. Base salary ranges may vary by geographic location, applicant skills, and prior relevant experience, among other factors.
Colorado: $72,000 - $82,000 USD
California/New York/Washington: $80,000 - $91,300 USD
Dataminr is an equal opportunity and affirmative action employer. Individuals seeking employment at Dataminr are considered without regards to race, sex, color, creed, religion, national origin, age, disability, genetics, marital status, pregnancy, unemployment status, sexual orientation, citizenship status or veteran status.
#LI-SM
#LI-REMOTE
