Technical Support Engineer

See yourself at Dataminr

As a Technical Support Engineer at Dataminr, you’ll own the support experience for our enterprise customers, from quick fixes to deep technical investigations across authentication, integrations, and customer environments. You’ll take each case from first contact to resolution yourself, and we expect you to be able to do that from day one. The team also shares a weekend on call rotation. With the current team size, it comes around about once every seven weeks and means checking the queue for urgent issues.

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, deploy, and troubleshoot SSO integrations, including SAML and OIDC, across a range of identity provider environments
• Resolve login failures, platform access problems, and browser level issues
• Debug alert delivery failures across email, mobile, webhook, and API channels, and troubleshoot API and integration cases
• Work through customer side network issues involving firewalls, proxies, and DNS
• Identify patterns and root causes across customer data
• Work with Product, Engineering, and Customer Success to resolve product defects, including ones with security implications
• Add to our knowledge base as you close out cases

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 in technical support, systems engineering, or a related technical role
• Hands on experience configuring and troubleshooting SSO protocols such as SAML and OIDC with identity providers such as Okta, Microsoft Entra ID, Ping Identity, and Google Workspace, including inspecting assertions and tokens
• Strong web support skills, including inspecting network requests and supporting REST API setup
• Experience reproducing bugs, reviewing logs, and isolating problems in web and mobile applications
• Understanding of how corporate IT environments affect access to SaaS products
• Demonstrated ability to troubleshoot independently on unfamiliar systems
• Clear written and verbal communication, including explaining technical concepts to non technical audiences, while managing multiple cases against SLAs and deadlines
• Nice to have: familiarity with ticketing and project tools such as Salesforce, HubSpot, Zendesk, and Jira, basic database queries, and security operations tools such as SIEM platforms. Our customers are heavily security focused

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.

Dataminr will collect and process your personal data in accordance with Dataminr’s candidate privacy notice available here. By providing your details and applying via our careers website, you acknowledge that you have read our candidate privacy notice. If you have any queries, please contact [email protected] or [email protected].