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Tines is an intelligent workflow company that powers automation and integration solutions for IT and security teams at companies like Canva, Reddit, SAP, Coinbase, and McKesson. Tines 3B, launched in 2026, represents the next generation of the platform—a unified environment for apps, agents, and automations with security built into its DNA.
As a Technical Support Engineer I, you will be the frontline for resolving customer technical issues and providing consultation. This role is part of a follow-the-sun support model, working Sunday–Wednesday, 6:00 am–4:00 pm local time (Ireland). Weekday shifts are collaborative with the wider support team; Sunday shifts are solo and unsupervised, requiring independent judgment and escalation decisions.
Key responsibilities include:
- Handling technical inquiries across Slack, in-app chat, and email with high responsiveness standards
- Troubleshooting API integrations, systems issues, network/security impediments, third-party integrations, and multi-product workflows
- Interpreting API documentation and creating Tines workflows
- Configuring authentication types (OAuth, JWT) and implementing new tool connections
- Building, troubleshooting, and modifying workflows during remote customer sessions
- Documenting solutions and creating handover notes for regional shift continuity
- Acting as the voice of the customer, identifying product improvements and bugs
- Making independent prioritization and escalation decisions during unsupervised weekend hours
- Contributing to support resources and delivering product feedback to leadership
You will work autonomously during weekend shifts while maintaining strong collaboration with teammates during weekday hours, requiring excellent context-switching and communication skills.
Requirements:
- 2+ years of technical support experience in a SaaS environment, ideally in automation or related fields
- Practical experience constructing, testing, and debugging REST and GraphQL API requests using developer documentation and SDK examples
- Exposure to implementing or troubleshooting AI actions and agentic workflows, including LLM APIs, prompt structures, and MCP protocols
- Experience troubleshooting in web-based environments (HTTP, SSL, basic networking)
- Excellent written and verbal communication skills, particularly for asynchronous handoff documentation
- Ability to explain complex technical concepts to both technical and non-technical stakeholders
- Experience handling inbound technical customer requests via chat and email
- Proven customer empathy, urgency, and technical competency
- Self-motivated, goal-oriented, with strong organizational and time management skills
- Familiarity with at least one modern programming language (Python, TypeScript, or Ruby)
- Familiarity with query languages (SQL, GraphQL)
- Demonstrated ability to work autonomously, make sound decisions without supervision, and exercise good judgment on escalation
- Comfort with ambiguity and self-directed problem-solving using documentation and runbooks
- Resilience and composure when handling difficult technical or customer issues without immediate backup
- Ability to context-switch between collaborative (weekday) and independent (weekend) work without losing continuity
Desirable experience:
- Understanding of computer networking principles (firewalls, network protocols, subnetting)
- Experience supporting customers using AI and leveraging AI for professional effectiveness
- Fluent German
- Tines certification
- Familiarity with Docker, Postgres, Redis/Valkey, load balancers, and cloud orchestration platforms (AWS, Azure, GKE, OpenShift) for self-hosted deployment troubleshooting
