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Salary: USD 85,000 - 95,000 / annual
Tines is an intelligent workflow company powering automation and integration platforms for IT and security teams at companies like Canva, Reddit, SAP, Coinbase, and McKesson. Tines 3B is the next-generation platform offering a secure, vendor-agnostic environment for apps, agents, and automations.
As a Technical Support Engineer I, you will be the frontline for customer technical issues, handling inquiries across Slack, in-app chat, and email. You'll troubleshoot complex problems spanning API integrations, systems issues, network and security impediments, third-party integrations, and multi-product workflows. Key responsibilities include:
- Responding to and resolving technical customer queries with high responsiveness standards
- Troubleshooting API integrations, authentication (OAuth, JWT), and workflow configurations
- Interpreting API documentation and creating/modifying Tines workflows
- Building and troubleshooting workflows during remote customer sessions
- Documenting connection steps and new workflows for internal and customer reference
- Writing clear handover notes for regional team continuity (follow-the-sun model)
- Making independent judgment calls on prioritization and escalation during solo weekend shifts
- Acting as the voice of the customer, identifying product improvements and bugs
- Contributing to support resources and delivering product feedback to leadership
This is a four-day work week role with one weekend day (Wednesday–Saturday or Sunday–Wednesday, 9 AM–7 PM ET) to support global coverage. Weekday shifts are collaborative with the broader support team; weekend shifts are coordinated with other regional teams. You'll work autonomously during unsupervised weekend hours, recognizing when to page on-call engineers or escalate outside normal hours.
Requirements:
- 2+ years of technical support experience in a SaaS environment, ideally in automation or related field
- 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 protocols such as MCP
- Experience troubleshooting in web-based environments (HTTP, SSL, basic networking)
- Excellent written and verbal communication skills, especially for asynchronous handoff documentation
- Ability to explain complex technical concepts to both technical and non-technical stakeholders
- Experience handling inbound technical 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, Ruby)
- Familiarity with query languages (SQL, GraphQL)
- Demonstrated ability to work autonomously, make sound decisions without direct 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 (weekdays) and independent (weekends) work
Desirable: Computer networking principles (firewalls, protocols, subnetting), AI customer support experience, fluent Spanish, Tines certification, familiarity with Docker, Postgres, Redis/Valkey, load balancers, and cloud platforms (AWS, Azure, GKE, OpenShift).
