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Technical Support Engineer II - Federal

2 hours, 55 minutes ago
United States
Senior
Technical Support Engineer
DevOps and Infrastructure
AWS Docker GraphQL Helm HTTP JavaScript JSON Kubernetes OAuth Podman Python REST API Ruby SAML SQL
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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 21

Description

  • Own technical inquiries received through Slack, in-app chat, and email while maintaining responsive service and accurate ticket records.
  • Troubleshoot complex issues involving APIs, security, multi-product workflows, deployments, networking, and system dependencies.
  • Build, modify, troubleshoot, and document customer workflows during asynchronous support and live remote sessions.
  • Translate customer challenges, bugs, and product feedback into actionable reports for Engineering and Product teams.
  • Manage complex customer escalations and support incident resolution.
  • Collaborate with Support, Engineering, and Customer Success to improve workflows, escalation paths, and knowledge sharing.
  • Participate in a 24/7 on-call rotation for urgent customer issues and incident management.

Requirements

  • 5+ years of technical support experience in SaaS environments.
  • Experience supporting regulated government customers, including knowledge of FedRAMP, IL5, CMMC, and CUI requirements.
  • Strong troubleshooting, analytical, organizational, and prioritization skills.
  • Expertise with HTTP, REST and GraphQL APIs, JSON, and modern web architectures.
  • Experience with SAML, OAuth/OIDC, SCIM, and JIT provisioning across identity providers such as Okta, Azure AD/Entra ID, or Ping.
  • Hands-on experience with Docker/Docker Compose, Podman, Kubernetes/Helm, AWS Fargate, and containerized application troubleshooting.
  • Ability to use SQL for data inspection, configuration verification, and self-hosted troubleshooting.
  • Ability to read code and stack traces in languages such as Python, JavaScript, or Ruby.
  • Exposure to AI actions, agentic workflows, LLM APIs, prompt structures, and MCP.
  • U.S. citizenship and ability to work from within the United States; networking knowledge and Tines certification are preferred.

Interested in this position?

Apply directly on the company website

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