Technical Support Engineer I

Technical Support EngineerTines is the intelligent workflow company that powers some of the world's most important workflows. Tines has been supporting IT and security teams from a diverse range of customers, including Canva, Reddit, SAP, Coinbase, Mars, Fin (Intercom), and McKesson. Tines 3B, launched in 2026, is the next generation of Tines – a single, secure environment for every team's apps, agents and automations.As an integrator across the entire tech stack, Tines is vendor-agnostic integrating with any API-enabled service. This flexibility enables our customers to achieve their highest-priority goals faster. Tines has security woven into its DNA, and our platform is secure and private by design.At Tines, we're driven by our values of Simplicity, Speed, and Soundness. We're committed to delivering exceptional customer experiences while fostering a company culture that nurtures individual curiosity, growth, and integrity. We're excited about what's next, and we're looking for others to join us on our journey.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 DoingHandling technical inquiries received across multiple channels (Slack, in-app chat, and email), maintaining high standards for responsiveness and ticket hygieneTroubleshoot customer inquiries, including but not limited to API integrations, systems issues, network and security-related impediments, 3rd party integrations, and multi-product workflowsResolve 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 problemInterpreting API documents and creating Tines workflowsConfiguring and implementing authentication types like OAuth and JWTDocumenting the steps needed to connect to new tools or document any new workflowsBuilding, troubleshooting, documenting, and modifying workflows on remote sessions with customersBuilding 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 weekContribute to Customer Support resources and deliver meaningful product feedback as the voice of the customer to leadership and relevant internal teamsProactively identifying improvements to the product, bugs, and otherwise determining high-impact opportunities to enhance the customer experienceWriting clear, structured handover notes at the start and end of each shift so incoming and outgoing regional teams have full context with no gapsMaking 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 hoursWhat You Will Bring To The Role2+ years of technical support experience within a SaaS environment, ideally in automation or a related fieldPractical experience constructing, testing, and debugging REST and GraphQL API requests, using developer documentation and SDK examples to understand and troubleshoot integrationsExposure to implementing or troubleshooting AI actions and agentic workflows, including LLM APIs, prompt structures, and protocols such as MCPExperience troubleshooting in a web-based environment, including SSL, and basic networkingExcellent communication, analytical, and troubleshooting skills, including clear written communication for handover documentation given the reliance on asynchronous handoffs with other regional shiftsAbility to communicate complex technical concepts to non-technical and technical stakeholders alikeExperience handling inbound technical customer requests in various form channels (chat, email)A proven track record of customer empathy, urgency, and technical competencySelf-motivated and goal-oriented with excellent organizational and time management skills and a consistent quality bar whether working alongside the team or soloFamiliarity with at least one modern programming language, such as Python, TypeScript, or RubyFamiliarity with query languages such as SQL, and GraphQLDemonstrated ability to work autonomously, make sound decisions without direct supervision, and exercise good judgment on when to escalate versus solve independentlyComfort with ambiguity and self-directed problem-solving, including researching solutions independently using documentation, runbooks, and prior ticketsResilience and composure when handling difficult technical or customer issues without immediate backup or a second opinionAbility to context-switch effectively between collaborative, team-based work (weekdays) and independent, self-directed work (weekends) without losing continuityDesirable ExperienceAn understanding of computer networking principles (Firewalls, Network Protocols, Subnetting)Experience supporting customers using AI and experience with leveraging AI to increase professional effectivenessFluent SpanishTines certificationFamiliarity with Docker containers, Postgres, Redis/Valkey, load balancers, and cloud orchestration platforms (AWS, Azure, GKE, OpenShift), sufficient to triage and troubleshootCompensationThe 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.BenefitsTines 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.]At Tines, we're all about trying new things and taking the leap. If you're second-guessing your application, we hope you'll trust your gut and take the leap too! Applying for a new job isn't always easy, especially if you're thinking of a career pivot – but we're big believers in learning and growth here at Tines, so you've nothing to worry about. A variety of experience, perspectives, and voices makes us the company we are. We'd love to hear from you.Tines provides equal employment opportunities to all employees and applicants for employment without regard to sex, race, color, ethnic or social origin, genetic features, language, religion or belief, political or any other opinion, membership of a national minority, property, birth, disability, age or sexual orientation.