Senior Federal SaaS Support Engineer

OpenKrill; United States; On-site; USD 110,000 - 160,000; Full time

Job summary

Tines is seeking an experienced Technical Support Engineer to join our Federal support team. You will provide technical guidance on Tines Cloud and self-hosted deployments, guiding users through product features and advanced functionality.

As a key member of the support team, you will resolve complex challenges, scale operations, and build solutions that maximize customer value while maintaining security and privacy by design. This role requires US-based work and readiness for on-call duties.

Qualifications

• SaaS support experience: 5+ years in technical support roles within SaaS environments.
• Public Sector & Federal support experience: FedRAMP/IL5, CMMC, and CUI handling knowledge.
• Analytical problem-solving with methodical troubleshooting.
• API and web tech: REST, GraphQL, JSON data structures.
• IAM: SAML, OAuth/OIDC, SCIM, JIT provisioning with Okta/Azure AD/Ping.
• Containers & infrastructure: Docker, Kubernetes, AWS Fargate.
• Database fundamentals: SQL queries to inspect data and configurations.
• Code literacy: ability to read Python/JavaScript/Ruby code.
• AI & tooling: experience with AI actions, LLM APIs, MCP protocols.
• Escalation management: track record of resolving complex escalations.
• Customer-centric communication: clear, empathetic technical communication.
• Self-direction: strong organizational skills and prioritization.

Responsibilities

• End-to-end ownership of technical inquiries across Slack, in-app chat, and email with high responsiveness.
• Troubleshooting complex customer issues for core apps (APIs, security, multi-product workflows) and self-hosted deployments.
• Build, troubleshoot, document, and modify workflows with customers.
• Translate end-user challenges into actionable reports for Engineering and Product to drive fixes.
• Foster cross-functional relationships to refine workflows and knowledge sharing.
• Participate in a 24x7 on-call rotation for urgent support issues.

Job description

Tines is seeking an experienced Technical Support Engineer to join our Federal support team. You will provide technical guidance on Tines Cloud and self-hosted deployments, guiding users through product features and advanced functionality.

As a key member of the support team, you will resolve complex challenges, scale operations, and build solutions that maximize customer value while maintaining security and privacy by design. This role requires US-based work and readiness for on-call duties.