Federal SaaS Support Engineer II — Remote & Growth‑Driven

Tines Security Ltd.; United States; Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive salary

Startup equity & extended exercise

Matching retirement plans

Home office setup

Private healthcare plans

25 days annual leave

Extra company holidays

Generous parental leave programs

Flexibility in how and where you work

Phone and home Internet allowance

Job summary

Tines is seeking an experienced Technical Support Engineer to join our Federal support team. You will provide technical guidance to Federal and adjacent customers, resolving complex issues across Tines Cloud and self-hosted deployments.

The role emphasizes customer-centric communication, escalation management, and collaboration with Engineering and Product. Applicants must be U.S. citizens and located in the United States, with 5+ years in SaaS support and strong FedRAMP/IL5 knowledge.

Qualifications

• 5+ years in SaaS technical support.
• Experience supporting customers in regulated government environments (FedRAMP/IL5).
• Strong problem solving and analytical skills.
• Deep understanding of HTTP, REST/GraphQL APIs, and JSON data structures.

Responsibilities

• Own technical inquiries across multiple channels with high responsiveness.
• Troubleshoot complex issues in core apps (APIs, security, multi-product workflows) and self-hosted environments.
• Document and modify workflows during remote sessions with customers.
• Translate customer challenges into actionable reports for Eng/Prod teams.

Skills

SaaS Support

FedRAMP IL5

Analytical problem solving

APIs & Web tech

IAM (SAML, OAuth, SCIM)

Containers & Kubernetes

SQL fundamentals

Code literacy

AI frameworks & MCP

Escalation management

Customer communication

Self-direction

Tools

Docker

Docker Compose

Kubernetes

AWS Fargate

Podman

Job description

Tines is seeking an experienced Technical Support Engineer to join our Federal support team. You will provide technical guidance to Federal and adjacent customers, resolving complex issues across Tines Cloud and self-hosted deployments.

The role emphasizes customer-centric communication, escalation management, and collaboration with Engineering and Product. Applicants must be U.S. citizens and located in the United States, with 5+ years in SaaS support and strong FedRAMP/IL5 knowledge.