Technical Support Engineer — AI & API Workflows

Tines Security Ltd.; Ireland; Remote; EUR 55,000 - 90,000; Full time

Benefits offered by this job

Startup equity

Matching retirement plans

Home office setup

25 days annual leave

Parental leave programs

Flexible work location

Phone & internet allowance

Job summary

Tines Security Ltd. is seeking a Technical Support Engineer to provide expert technical support and consultation to customers and colleagues.

You will troubleshoot and resolve complex issues, interpret API documentation, and build Tines workflows while supporting customers across multiple channels. The role emphasizes ownership of queries, collaboration with the Support team, and willingness to work weekend shifts with unsupervised hours.

Qualifications

• 2+ years of technical support experience within a SaaS environment.
• Practical experience constructing, testing, and debugging REST and GraphQL API requests.
• Exposure to implementing or troubleshooting AI actions and agentic workflows, including LLM APIs.
• Experience troubleshooting in a web-based environment (HTTP, SSL, networking).
• Excellent communication, analytical, and troubleshooting skills with clear handover documentation.
• Ability to translate complex technical concepts for both technical and non-technical stakeholders.
• Self-motivated, time‑managed, and able to work solo or with the team.
• Familiarity with Python, TypeScript, or Ruby; plus SQL/GraphQL.
• Experience handling inbound technical requests via chat, email.
• Proven empathy, urgency, and technical competency with customers.
• Comfort with ambiguity and self-directed problem-solving.
• Resilience and composure handling difficult issues without immediate backup.
• Context-switching between team-based and weekend independent work.
• Understanding of networking principles (Firewalls, Protocols, Subnetting).
• Experience supporting customers using AI and leveraging AI to improve effectiveness.
• Fluent German.
• Familiarity with Docker, Postgres, Redis/Valkey, load balancers, and cloud orchestration.

Responsibilities

• Handle technical inquiries across Slack, in-app chat, and email with high ticket hygiene.
• Troubleshoot API integrations, systems issues, and security-related impediments.
• Interpret API docs and create Tines workflows.
• Configure authentication types like OAuth and JWT.
• Document steps to connect to new tools and workflows.
• Build and modify workflows during remote sessions with customers.
• Collaborate with Support and wider company; voice of the customer during shifts.
• Contribute to customer resources and provide product feedback to leadership.
• Identify product improvements, bugs, and high-impact opportunities.
• Write clear handover notes for shift transitions.
• Make independent prioritization and escalation decisions during unsupervised weekends.

Skills

REST & GraphQL

Troubleshooting

Communication

Autonomous work

Python/TypeScript/Ruby

SQL/GraphQL

AI actions workflows

Tools

Docker

Postgres

Redis/Valkey

Load balancers

Cloud platforms (AWS/Azure/GKE/OpenShift)

Job description

Tines Security Ltd. is seeking a Technical Support Engineer to provide expert technical support and consultation to customers and colleagues.

You will troubleshoot and resolve complex issues, interpret API documentation, and build Tines workflows while supporting customers across multiple channels. The role emphasizes ownership of queries, collaboration with the Support team, and willingness to work weekend shifts with unsupervised hours.