Senior Technical Support Engineer

Tines; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

A leading technology company in the United States is seeking a Senior Technical Support Engineer to provide technical assistance and troubleshooting for customers and partners. You will engage with clients, support API integrations, and mentor junior team members. Ideal candidates should have over 8 years of experience in technical support, strong analytical skills, and a background in automation. The position includes on-call support and collaboration with cross-functional teams.

Qualifications

• Eight years plus of technical support experience in automation or a related field.
• Significant experience working with APIs, including poorly documented ones.
• Experience with complex automation use cases.

Responsibilities

• Providing technical support and consultation to customers.
• Troubleshooting and diagnosing complex technical issues.
• Hosting regular meetings to review open tickets and escalations.

Skills

API testing

Technical support experience

Analytical skills

Troubleshooting

Mentoring

Tools

Postman

Docker

Kubernetes

Job description

Founded in 2018 with co-headquarters in Dublin and Boston, Tines powers some of the world's most important workflows. Our orchestration, automation, and AI platform enables businesses to operate more effectively, mitigate risk, reduce tech debt, and focus on high-impact work.

Tines serves a diverse range of customers, from startups to public companies, including Canva, Databricks, Elastic, Kayak, Intercom, and McKesson. As an integrator across the entire tech stack, Tines connects with any API-enabled service. This flexibility enables our customers to achieve their highest-priority goals faster. And because Tines is secure and private by design, it’s popular with security, IT and other security-focused teams.

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.

We are looking for a Senior Technical Support Engineer that provides technical support and consultation to customers, sales teams, and service partners. They are essential in troubleshooting and diagnosing complex technical issues, providing best practice advice, timely resolutions, and ensuring customer satisfaction.

This position focuses on enabling colleagues, customers, and partners with significant direct interaction and engagement across all three groups.

What you will be doing:

• Providing prompt responses to and taking ownership of enterprise customers, partners, and colleagues’ queries, with an ability to build, troubleshoot, or modify workflows on calls with customers
• Assisting prospects, customers, partners, and colleagues with advanced Tines queries
• Providing deep knowledge of formulas used within Tines, as well as common patterns like pagination
• Taking ownership of escalations from colleagues as required
• Hosting regular meetings with engineers to review open tickets and escalations, as well as structured mentoring to ensure they have the technical skills they need
• Conduct case reviews and recommend development opportunities to support management
• Partnering with the marketing team for events, blogs, webinars, or write-ups as needed
• Helping shape the future of new features with detailed write-ups, feedback, ideas, and early-stage testing
• Working on specific documentation projects as well as creating, reviewing, and approving content for the Tines Explained knowledge base
• Providing on-call support for weekends and public holidays

What you will bring to the role:

• Comfortable using standard tools like Postman to test APIs
• Significant experience working with and implementing APIs, including poorly documented ones, and connecting to APIs that require complex authentication, such as signed signatures
• Technical curiosity about technology and automation
• Experience with containerization, such as Docker, Fargate, and Kubernetes
• Knowledge of and experience implementing complex automation use cases
• Proven mentoring and coaching skills
• Eight years plus of technical support experience in automation or a related field
• Excellent analytical and troubleshooting skills
• Experience with communicating complex technical ideas to non-technical and technical stakeholders alike

Tines provides equal employment opportunities to all employees and applicants for employment without regard to sex, race, colour, 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.