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Tines is seeking an experienced Technical Support Engineer to join its Federal support team. Tines is an intelligent workflow company powering critical workflows for customers including Canva, Reddit, SAP, Coinbase, Mars, and McKesson. Tines 3B, launched in 2026, represents the next generation of the platform—a single, secure environment for every team's apps, agents, and automations.
In this role, you will provide exceptional technical guidance to Federal and adjacent customers while helping scale and enhance support operations. You will resolve complex technical challenges with Tines Cloud and self-hosted deployments, develop innovative solutions to help customers maximize their Tines investment, and guide users through product features and advanced functionality.
Key responsibilities include:
- End-to-end ownership of technical inquiries across multiple channels (Slack, in-app chat, email) with high responsiveness standards
- Troubleshooting complex customer issues for both core applications (API integrations, security, multi-product workflows) and self-hosted infrastructure (deployment environments, networking, system dependencies)
- Building, troubleshooting, documenting, and modifying workflows during remote sessions with customers
- Serving as Voice of the Customer by translating end-user challenges, bugs, and product feedback into actionable reports for Engineering and Product teams
- Building cross-functional relationships across Support, Engineering, and Customer Success to refine workflows and improve escalation paths
- Participating in 24x7 on-call rotation for urgent customer support issues and incident management
You will be the face of Tines' Technical Support, establishing long-term customer relationships and enabling them to gain maximum benefit from the platform by removing blockers to workflow building.
REQUIREMENTS:
- 5+ years in technical support roles within SaaS environments, demonstrating progressive responsibility and expertise
- Demonstrated experience supporting customers in regulated government environments with strong understanding of FedRAMP and IL5 compliance controls, CMMC guidelines, and Controlled Unclassified Information (CUI) handling requirements
- Methodical approach to troubleshooting with strong analytical skills and logical thinking
- Deep understanding of modern web architectures, including HTTP methods, REST and GraphQL APIs, and JSON data structures
- Practical experience configuring and debugging enterprise authentication standards (SAML, OAuth/OIDC, SCIM, JIT provisioning) across identity providers (Okta, Azure AD/Entra ID, Ping)
- Hands-on experience deploying and debugging containerized applications with Docker/Docker Compose, Podman, Kubernetes (via Helm), and cloud services like AWS Fargate
- Fundamental ability to read, understand, and execute SQL queries
- Ability to read and interpret code (Python, JavaScript, Ruby) to analyze logic flows and debug script-based workflows
- Exposure to implementing or troubleshooting AI actions and agentic workflows, including LLM APIs and MCP protocols
- Proven track record of owning and successfully resolving complex customer escalations
- Exceptional ability to communicate technical concepts clearly across diverse technical backgrounds
- Self-motivated with excellent organizational skills and ability to manage competing priorities
Desirable: Understanding of computer networking principles (firewalls, protocols, subnetting); Tines certification.
Note: Due to U.S. Government customer requirements, applicants must be U.S. citizens and must perform work while located within the United States.
