Senior Technical Support Engineer - Federal SaaS

Tines; Virginia; On-site; USD 110,000 - 160,000; Full time

Job summary

Tines is seeking a seasoned Technical Support Engineer for our Federal support team in the United States. You will guide customers on Tines Cloud and self-hosted deployments, resolve complex technical challenges, and contribute to scalable support operations.

You will own cross-functional issues, document workflows, and translate feedback for Engineering and Product teams, while thriving in a fast-paced, customer-centric environment where security and reliability are paramount.

Qualifications

• SaaS support experience in technical roles.
• Experience in public sector / Federal support with FedRAMP/CMMC knowledge.
• Strong analytical problem-solving and troubleshooting skills.
• Deep understanding of REST/GraphQL APIs and JSON data structures.
• IAM experience with SAML, OAuth/OIDC, SCIM and JIT provisioning across providers.
• Hands-on container deployment and debugging (Docker/Docker Compose, Kubernetes, Helm).
• Ability to read and execute SQL queries to inspect data and configs.
• Exposure to AI actions and LLM APIs and related tooling.
• Proven ability to own and resolve complex customer escalations.
• Excellent customer-focused communication across technical audiences.
• Self-directed work style with strong organizational skills.
• Knowledge of networking fundamentals (firewalls, protocols, subnets).

Responsibilities

• Own technical inquiries across channels with high responsiveness and ticket hygiene.
• Troubleshoot complex customer issues for core apps and self-hosted deployments, asynchronously or remotely.
• Build, troubleshoot, document, and modify workflows with customers.
• Translate customer feedback into actionable reports for Engineering and Product teams.
• Collaborate across Support, Engineering, and Customer Success to refine workflows and knowledge sharing.
• Participate in a 24x7 on-call rotation for urgent issues.

Skills

SaaS support

Federal support

Analytical thinking

APIs & Web tech

IAM

Containers

SQL basics

AI tooling

Escalation mgmt

Customer comms

Self-motivation

Networking basics

Tools

Docker

Docker Compose

Podman

Kubernetes (Helm)

AWS Fargate

Job description

Tines is seeking a seasoned Technical Support Engineer for our Federal support team in the United States. You will guide customers on Tines Cloud and self-hosted deployments, resolve complex technical challenges, and contribute to scalable support operations.

You will own cross-functional issues, document workflows, and translate feedback for Engineering and Product teams, while thriving in a fast-paced, customer-centric environment where security and reliability are paramount.