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Technical Support Engineer - East

2 hours, 5 minutes ago
United States
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
GraphQL HTTP JWT OAuth Python Ruby SQL TLS TypeScript
Apply Now
Tines

Tines

Tines is a smart, secure workflow builder that empowers technical teams to automate processes without code, making security teams more effective and efficient.

Construction & Engineering
51-250
Founded 2018
$96M raised
View All Jobs 17

Description

  • Handle incoming technical queries via instant messaging and email.
  • Troubleshoot customer issues involving API integrations, system problems, network and security blockers, third-party integrations, and multi-product workflows.
  • Resolve product and service problems by diagnosing root causes and selecting the best solution.
  • Interpret API documentation and create Tines workflows.
  • Build strong relationships with Support and cross-functional teams while acting as the voice of the customer.
  • Configure and implement authentication methods such as OAuth and JWT.
  • Document steps needed to connect new tools and document new workflows.
  • Build, troubleshoot, document, and modify workflows during remote customer sessions.
  • Contribute to customer support resources and share meaningful product feedback with leadership and internal teams.
  • Identify product improvements, bugs, and other high-impact opportunities to improve customer experience.

Requirements

  • 2+ years of technical support experience in automation or a related field.
  • Experience troubleshooting in a web-based environment, including HTTP, SSL, and basic networking.
  • Experience with APIs, API documentation, and SDKs.
  • Excellent communication, analytical, and troubleshooting skills.
  • Experience handling inbound technical customer requests through chat and email.
  • A strong record of customer empathy, urgency, and technical competency.
  • Self-motivated, goal-oriented, and highly organized with strong time management skills.
  • Familiarity with at least one modern programming language such as Python, TypeScript, or Ruby.
  • Familiarity with query languages such as SQL and GraphQL.
  • Ability to explain complex technical concepts to both technical and non-technical stakeholders.
  • Preferred: understanding of computer networking principles such as firewalls, network protocols, and subnetting.
  • Preferred: experience supporting customers using AI and leveraging AI to improve professional effectiveness.
  • Preferred: fluent Spanish.
  • Preferred: Tines certification.
  • Must be based in EST or CST.
  • Must be authorized to work for any employer in the U.S.; sponsorship is not available.

Benefits

  • Target annual compensation of $85,000 to $95,000.
  • Remote work opportunity.
  • A culture that supports learning, growth, and curiosity.
  • Equal employment opportunity regardless of protected characteristics.

Interested in this position?

Apply directly on the company website

Apply Now

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