Technical Support Engineer

Who we are:

Dataminr puts real-time AI and public data to work for our clients, generating relevant and actionable alerts for global corporations, public sector agencies, newsrooms, and NGOs. Our leading AI platform detects the earliest signals of high-impact events and emerging risks from vast amounts of publicly available information. Our real-time alerts enable tens of thousands of users at hundreds of public and private sector organizations to learn first of breaking events around the world, develop effective risk mitigation strategies, and respond with confidence as crises unfold.

Join our team and help the world manage risk in real time. You'll work with 1,000+ talented people across eight offices, united by our passion to collaborate, make a difference, and have fun while doing it!

Who you are:

You're a technology professional with experience supporting enterprise-level users in a fast-paced, demanding environment. You bring top-notch communication skills, a passion for troubleshooting, and a patient and cheerful attitude to provide outstanding customer experiences daily.

You have extensive experience providing email and phone support to assist customers with product questions and issues. You have experience leveraging a knowledge-centered support process while creating and maintaining a knowledge base of product content.

You're excited about becoming a Dataminr product expert and providing customer and technical support to our existing Dataminr customers.

Responsibilities:

• 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 and other support documentation.
• Must be able to work 08:00 am - 04:00 pm Eastern time local time
• Must be available to work on-call at least one weekend per month.

Desired Skills and Experience:

• 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.
• A commitment to providing extraordinary customer experiences and tenacity to drive issues to resolution.

Why you should work here:

• We recognize and reward hard work with:
• company paid benefits for employees and their dependents, including medical, dental, vision, disability and life insurance
• 401(k) savings plan with company matching
• flexible spending account for out-of-pocket medical, transit, parking and dependent care expenses
• We want you to be your best, authentic self by supporting you with:
• a diverse, driven, and passionate team of coworkers who want you to succeed
• individual learning and development fund and professional training
• generous paid time off; including sick leave and 100% company paid parental leave
• remote working friendly perks such as expanded telehealth options for mental and physical well being, virtual yoga, meditation and health and fitness app reimbursements

…and this is just to name a few!

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.

California, New York, Washington and Colorado 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

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