Senior Technical Support Engineer — Cloud & FedRAMP On-Call

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

Job summary

Tines is seeking a seasoned SaaS support professional to guide Federal customers on Tines Cloud and self-hosted deployments. You will own technical inquiries end-to-end across multiple support channels, and troubleshoot complex issues involving APIs, security, workflows, and self-hosted infrastructure.

This role emphasizes building and documenting workflows, and acting as the Voice of the Customer to Engineering and Product teams.

Qualifications

• 5+ years of SaaS support experience with FedRAMP, IL5, CMMC, and CUI handling knowledge.
• Deep expertise in HTTP, REST/GraphQL APIs, JSON, IAM, containers, SQL, and code literacy.
• Strong analytical troubleshooting and customer communication skills.

Responsibilities

• Troubleshoot complex issues involving APIs, security, workflows, and self-hosted infrastructure.
• Build and document workflows and act as Voice of the Customer to Engineering and Product teams.
• Participate in a 24x7 on-call rotation for urgent customer issues.

Skills

SaaS support

FedRAMP

IL5

CMMC

CUI handling

HTTP

REST APIs

GraphQL

JSON

IAM

Containers

SQL

Code literacy

Analytical skills

Customer communication

Job description

Tines is seeking a seasoned SaaS support professional to guide Federal customers on Tines Cloud and self-hosted deployments. You will own technical inquiries end-to-end across multiple support channels, and troubleshoot complex issues involving APIs, security, workflows, and self-hosted infrastructure.

This role emphasizes building and documenting workflows, and acting as the Voice of the Customer to Engineering and Product teams.