Staff Federal Customer Success Engineer

Tines; United States; Remote; USD 220,000 - 250,000; Full time

Job summary

An innovative startup is seeking a Federal Customer Success Engineer to drive workflow automation for clients across the US. This remote role is perfect for someone with a passion for technology and customer success, who will work closely with clients to onboard and expand their use of the Tines platform. You'll collaborate with various teams to ensure customer needs are met and help establish Tines as a leader in automation. If you're experienced in technical support and want to make a significant impact, this is the opportunity for you!

Benefits

Startup equity & extended exercise window

Matching retirement plans

Home office setup

25 days annual leave

Generous parental leave programs

Flexibility in how and where you work

Phone and home Internet allowance

Qualifications

• 10+ years of experience in technical customer support.
• Experience working with US Government agencies.
• Knowledge of API documentation and integration.

Responsibilities

• Design and develop automation stories using Tines APIs.
• Educate customers on best practices in process automation.
• Manage relationships and stakeholder engagement in the federal space.

Skills

Technical Support

API Integration

Customer Success

Process Automation

Security Practices

Education

Degree in Computer Science

Tools

Tines

Job description

• Startup equity & extended exercise window
• Matching retirement plans
• Home office setup
• 25 days annual leave
• Generous parental leave programs
• Flexibility in how and where you work
• Phone and home Internet allowance

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.

This is a remote role that must be based in EST, preferably in the DMV area.

As a key member of our Customer Success organization, theFederal Customer Success Engineer acts as a strong technical expert at Tines and helps customers understand the value of workflow automation across their organization and how to use Tines to realize that value. Your role will allow you to work closely alongside customers as they onboard and expand their use cases of Tines, and deliver production ready Stories as part of our professional services offering. You will also assist the team and customers on some of the more complex scenarios and environments.

You will partner with our Customer Success Management and Project Management Teams to ensure our clients are meeting their success criteria for the platform.

Our CSE's work closely with teams across our organization (Product, Design, Engineering, Sales, and Marketing) to ensure we are building the correct roadmap to support our customers' needs. A successful candidate will be passionate about helping customers automate repetitive tasks without having to write any code.

This role reports to the CSE Manager for Federal and East regions, who is based in EST.

What you will be doing:

• Design and Develop Automation Stories in Tines connecting tools together using their APIs
• Work closely with customers while they onboard, grow, and expand their usage of the platform
• Deliver and support Professional Services engagements with our Project Management Team to increase rapid adoption among our customers, going on-site in restricted environments if needed
• Educate customers on best practices in process automation and optimization
• Partner with CSMs for ongoing expansion deal discovery and success plans in existing accounts
• Partner with Federal Sales Engineers, CSMs and Account Executives to build pipeline and presence in the space
• Manage relationship and stakeholder engagement in the federal space
• Work to establish Tines as a thought leader in Automation in the federal space through conference presentations, blogs, webinars, etc.
• Communicate customer needs across the organization to ensure that Tines builds the correct roadmap to meet customer needs
• Knowledgeable about how to position Tines against other platforms and the common technical challenges of alert overload, disparate tools, and manual processes
• Recognize problems with documentation, enablement material, and other resources customers use to learn about Tines
• Willing to step in where needed and support multiple teams across the organization: Design, Engineering, Marketing, Sales, etc.
• As an early stage start-up we're still putting together all of the processes and supports of larger, more mature companies - your input will help us shape them

What you bring with you:

• 10+ years of experience supporting customers from a technical perspective and helping them to be successful in their on-boarding/or implementation of software tools
• 10+ years of experience working with United States Government agencies, either directly or through service providers
• A passion for becoming an expert in a software solution like Tines
• Curiosity to learn new technologies from both a Tines and customer perspective
• Experience reading API docs and using an API to connect tools
• Experience scoping and delivering professional services, or similar engagements
• A degree in computer science and/or experience with programming or scripting languages
• Experience in security tooling and practices
• Passionate about supporting customers and helping them automate their repetitive and manual workflows
• Ability to travel up to 40% primarily in the DMV area
• A current TS/SCI clearance - Preferred through Guard or Reserves

Target Annual Compensation: $220-250K OTE

For U.S. roles: Applicants for this opportunity must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

At Tines, we’re all about trying new things and taking the leap. If you’re second-guessing your application, we hope you’ll trust your gut and take the leap too! Applying for a new job isn’t always easy, especially if you’re thinking of acareer pivot– but we’re big believers in learning and growth here at Tines, so you’ve nothing to worry about. A variety of experience, perspectives, and voices makes usthe company we are . We’d love to hear from you.

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.