Technical Support Engineer I

A Technical Support Engineer provides technical support and consultation to customers and colleagues. They are essential in troubleshooting and diagnosing technical issues, providing timely resolutions, and ensuring customer satisfaction.

This position focuses on responding to, owning, and resolving users' technical queries.

Schedule: This role works a four-day work week which includes one weekend day (either Wednesday-Saturday or Sunday-Wednesday, 9:00AM - 7:00PM Eastern time) to support our global follow-the-sun coverage, with weekday shifts worked alongside the broader Support team and the weekend shift coordinated with other regional shifts. Tines will consider requests for reasonable accommodation, including for religious observance.

What you will be doing

Handling technical inquiries received across multiple channels (Slack, in-app chat, and email), maintaining high standards for responsiveness and ticket hygiene

Troubleshoot customer inquiries, including but not limited to API integrations, systems issues, network and security-related impediments, 3rd party integrations, and multi-product workflows

Resolve product or service problems by exploring the client's request, determining the cause of the problem, and selecting and explaining the best solution to solve the problem

Interpreting API documents and creating Tines workflows

Configuring and implementing authentication types like OAuth and JWT

Documenting the steps needed to connect to new tools or document any new workflows

Building, troubleshooting, documenting, and modifying workflows on remote sessions with customers

Building strong relationships with other team members within Support and the wider company, acting as the voice of the customer, and maintaining continuity with the team's priorities and open issues despite working outside standard team hours for part of the week

Contribute to Customer Support resources and deliver meaningful product feedback as the voice of the customer to leadership and relevant internal teams

Proactively identifying improvements to the product, bugs, and otherwise determining high-impact opportunities to enhance the customer experience

Writing clear, structured handover notes at the start and end of each shift so incoming and outgoing regional teams have full context with no gaps

Making independent judgment calls on prioritization, troubleshooting approach, and escalation while working solo during unsupervised weekend hours, including recognizing when an issue requires paging an on-call engineer or escalating outside normal hours

What you will bring to the role

2+ years of technical support experience within a SaaS environment, ideally in automation or a related field

Practical experience constructing, testing, and debugging REST and GraphQL API requests, using developer documentation and SDK examples to understand and troubleshoot integrations

Exposure to implementing or troubleshooting AI actions and agentic workflows, including LLM APIs, prompt structures, and protocols such as MCP

Experience troubleshooting in a web-based environment, including HTTP, SSL, and basic networking

Excellent communication, analytical, and troubleshooting skills, including clear written communication for handover documentation given the reliance on asynchronous handoffs with other regional shifts

Ability to communicate complex technical concepts to non-technical and technical stakeholders alike

Experience handling inbound technical customer requests in various form channels (chat, email)

A proven track record of customer empathy, urgency, and technical competency

Self-motivated and goal-oriented with excellent organizational and time management skills and a consistent quality bar whether working alongside the team or solo

Familiarity with at least one modern programming language, such as Python, TypeScript, or Ruby

Familiarity with query languages such as SQL, and GraphQL

Demonstrated ability to work autonomously, make sound decisions without direct supervision, and exercise good judgment on when to escalate versus solve independently

Comfort with ambiguity and self-directed problem-solving, including researching solutions independently using documentation, runbooks, and prior tickets

Resilience and composure when handling difficult technical or customer issues without immediate backup or a second opinion

Ability to context-switch effectively between collaborative, team-based work (weekdays) and independent, self-directed work (weekends) without losing continuity

Desirable Experience

An understanding of computer networking principles (Firewalls, Network Protocols, Subnetting)

Experience supporting customers using AI and experience with leveraging AI to increase professional effectiveness

Fluent Spanish

Tines certification

Familiarity with Docker containers, Postgres, Redis/Valkey, load balancers, and cloud orchestration platforms (AWS, Azure, GKE, OpenShift), sufficient to triage and troubleshoot

Compensation

The base salary range for this role is $85,000 – $95,000 per year. This range reflects our good-faith estimate of the base salary we reasonably expect to pay at hire. Final compensation will be determined based on factors such as job-related skills, experience, and location.

Benefits

Tines offers a comprehensive benefits package, including medical, dental, and vision insurance; a 401(k) plan with employer match; paid time off and paid holidays; paid sick leave; paid parental leave; and life and disability insurance.

[Tines does not request or rely on an applicant’s salary history in determining compensation.]

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