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Technical Support Engineer I

56 minutes ago
United States
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
AWS Azure Docker GraphQL HTTP JWT OAuth OpenShift PostgreSQL Python Redis REST API 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 18

Description

  • Handle technical inquiries through Slack, in-app chat, and email while maintaining responsiveness and accurate ticket records.
  • Troubleshoot API integrations, systems, networking, security issues, third-party integrations, and multi-product workflows.
  • Diagnose customer problems, determine root causes, and explain effective solutions.
  • Interpret API documentation and build, test, modify, and troubleshoot Tines workflows with customers.
  • Configure authentication methods including OAuth and JWT.
  • Document new integrations, workflows, troubleshooting steps, and shift handovers.
  • Collaborate with Support and cross-functional teams while representing the customer’s perspective.
  • Identify product improvements, bugs, and opportunities to enhance customer experience.
  • Independently prioritize, troubleshoot, and escalate issues during unsupervised weekend hours.

Requirements

  • 2+ years of technical support experience in a SaaS environment, preferably automation-related.
  • Experience constructing, testing, and debugging REST and GraphQL API requests using documentation and SDK examples.
  • Exposure to AI actions and agentic workflows, including LLM APIs, prompt structures, and MCP.
  • Experience troubleshooting web technologies, including HTTP, SSL, and basic networking.
  • Familiarity with a modern programming language such as Python, TypeScript, or Ruby.
  • Familiarity with SQL and GraphQL.
  • Strong written, verbal, analytical, troubleshooting, organizational, and time-management skills.
  • Experience handling inbound technical customer requests through chat and email.
  • Ability to work autonomously, exercise sound judgment, and determine when to escalate issues.
  • Availability for a four-day schedule including one weekend day, 9:00 AM–7:00 PM Eastern time.
  • Preferred: networking knowledge, AI customer-support experience, fluent Spanish, or Tines certification.
  • Preferred: familiarity with Docker, Postgres, Redis/Valkey, load balancers, and AWS, Azure, GKE, or OpenShift.

Benefits

  • Base salary of $85,000–$95,000 per year.
  • Medical, dental, and vision insurance.
  • 401(k) plan with employer match.
  • Paid time off, paid holidays, and paid sick leave.
  • Paid parental leave.
  • Life and disability insurance.
  • Remote work arrangement.

Interested in this position?

Apply directly on the company website

Apply Now

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