Federal SaaS Support Engineer II — API & IAM Specialist

Tines; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Tines is a leading intelligent workflow company serving federal and other regulated customers. We seek a seasoned Technical Support Engineer to guide Federal and adjacent clients across SaaS and self-hosted deployments, ensuring high availability and rapid issue resolution.

You will collaborate with Engineering, Product, and Customer Success to translate complex challenges into actionable improvements while supporting 24x7 on-call rotation and maintaining exceptional customer relationships.

Qualifications

• 5+ years in SaaS technical support or equivalent
• Demonstrated experience supporting customers in regulated government environments
• Strong understanding of modern web architectures (HTTP, REST, GraphQL)
• Experience configuring SAML, OAuth/OIDC, SCIM across identity providers
• Experience deploying containerized apps and cloud services
• Ability to read/execute SQL queries
• Exposure to AI actions and agentic workflows
• Proven track record of managing escalations
• Clear, customer-focused communication and urgency
• Self-motivated with strong organization

Responsibilities

• Own and resolve technical inquiries across Slack, in-app chat, and email
• Troubleshoot complex issues for core apps and self-hosted deployments
• Build, troubleshoot, and modify customer workflows remotely
• Translate end-user challenges into actionable reports for Eng/Prod
• Refine cross-functional workflows and escalation paths
• Participate in 24x7 on-call rotation for urgent issues

Skills

SaaS Support Experience

Public Sector & Federal Support

Analytical Problem-Solving

API and Web Technology

Identity & Access Management

Containers & Infrastructure

Database Fundamentals

AI & Tooling Frameworks

Escalation Management

Customer-Centric Communication

Self-Direction

Tools

Docker

Kubernetes

AWS Fargate

SQL

Job description

Tines is a leading intelligent workflow company serving federal and other regulated customers. We seek a seasoned Technical Support Engineer to guide Federal and adjacent clients across SaaS and self-hosted deployments, ensuring high availability and rapid issue resolution.

You will collaborate with Engineering, Product, and Customer Success to translate complex challenges into actionable improvements while supporting 24x7 on-call rotation and maintaining exceptional customer relationships.