Technical Support Engineer I

Tines; Massachusetts; On-site; USD 85,000 - 95,000; Full time

Job summary

Tines is seeking a Technical Support Engineer to provide expert technical support and consult with customers and colleagues. You will troubleshoot issues, own inquiries, and ensure customer satisfaction across API integrations and multi-product workflows.

You’ll respond via Slack, in-app chat, and email, document steps, and build workflows on remote sessions while aligning with global follow-the-sun coverage. A SaaS background and API experience are essential.

Qualifications

• 2+ years of technical support in a SaaS environment.
• Experience with REST and GraphQL API requests and integrations.
• Familiarity with AI actions, agentic workflows and LLM APIs.
• Strong written and verbal communication for handover and documentation.
• Ability to explain complex tech to non-technical stakeholders.
• Experience handling multi-channel customer requests (chat, email).
• Self-motivated with good time management and problem-solving.
• Fluent in Spanish and familiarity with Python, TypeScript, or Ruby.
• Knowledge of networking basics (Firewall, Protocols).
• Experience with Docker, Postgres, Redis, and cloud platforms.

Responsibilities

• Handle technical inquiries across Slack, in-app chat, and email with high responsiveness.
• Troubleshoot API integrations, systems issues, and multi-product workflows.
• Explain solutions and document steps for connecting to new tools.
• Build, troubleshoot, and document workflows during remote sessions.
• Maintain relationships with Support and other teams; voice of the customer.
• Provide product feedback and identify high-impact improvements.
• Write clear handover notes for seamless coverage across regions.
• Prioritize, troubleshoot, and escalate as needed during weekend hours.

Skills

Technical support

REST API

GraphQL

AI actions

Communication

Autonomy

SQL

Python/TS/Ruby

Networking basics

Docker

Tools

Docker

Postgres

Redis/Valkey

AWS

Azure

GKE

OpenShift

Job description

Tines is the intelligent workflow company that powers some of the world\'s most important workflows.

Tines has been supporting IT and security teams from a diverse range of customers, including Canva, Reddit, SAP, Coinbase, Mars, Fin (Intercom), and McKesson

Tines 3B, launched in 2026, is the next generation of Tines – a single, secure environment for every team\’s apps, agents and automations.

As an integrator across the entire tech stack, Tines is vendor-agnostic integrating with any API-enabled service. This flexibility enables our customers to achieve their highest-priority goals faster. Tines has security woven into its DNA, and our platform is secure and private by design.

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.

A Technical Support Engineer provides technical support and consultation to customers and colleagues. They are essential in troubleshooting and diagnosing technical issues, providing timely resolutions, and ensuring customer satisfaction.

This position focuses on responding to, owning, and resolving users\' technical queries.

Schedule: This role works a four-day work week which includes one weekend day (either Wednesday-Saturday or Sunday-Wednesday, 9:00AM - 7:00PM Eastern time) to support our global follow-the-sun coverage, with weekday shifts worked alongside the broader Support team and the weekend shift coordinated with other regional shifts. Tines will consider requests for reasonable accommodation, including for religious observance.

What You Will Be Doing

• Handling technical inquiries received across multiple channels (Slack, in-app chat, and email), maintaining high standards for responsiveness and ticket hygiene
• Troubleshoot customer inquiries, including but not limited to API integrations, systems issues, network and security-related impediments, 3rd party integrations, and multi-product workflows
• Resolve product or service problems by exploring the client\'s request, determining the cause of the problem, and selecting and explaining the best solution to solve the problem
• Interpreting API documents and creating Tines workflows
• Configuring and implementing authentication types like OAuth and JWTDocumenting the steps needed to connect to new tools or document any new workflows
• Building, troubleshooting, documenting, and modifying workflows on remote sessions with customers
• Building strong relationships with other team members within Support and the wider company, acting as the voice of the customer, and maintaining continuity with the team\’s priorities and open issues despite working outside standard team hours for part of the week
• Contribute to Customer Support resources and deliver meaningful product feedback as the voice of the customer to leadership and relevant internal teams
• Proactively identifying improvements to the product, bugs, and otherwise determining high-impact opportunities to enhance the customer experience
• Writing clear, structured handover notes at the start and end of each shift so incoming and outgoing regional teams have full context with no gaps
• Making independent judgment calls on prioritization, troubleshooting approach, and escalation while working solo during unsupervised weekend hours, including recognizing when an issue requires paging an on-call engineer or escalating outside normal hours

What You Will Bring To The Role

• 2+ years of technical support experience within a SaaS environment, ideally in automation or a related field
• Practical experience constructing, testing, and debugging REST and GraphQL API requests, using developer documentation and SDK examples to understand and troubleshoot integrations
• Exposure to implementing or troubleshooting AI actions and agentic workflows, including LLM APIs, prompt structures, and protocols such as MCPExperience troubleshooting in a web-based environment, including HTTP, SSL, and basic networking
• Excellent communication, analytical, and troubleshooting skills, including clear written communication for handover documentation given the reliance on asynchronous handoffs with other regional shifts
• Ability to communicate complex technical concepts to non-technical and technical stakeholders alike
• Experience handling inbound technical customer requests in various form channels (chat, email)
• A proven track record of customer empathy, urgency, and technical competency
• Self-motivated and goal-oriented with excellent organizational and time management skills and a consistent quality bar whether working alongside the team or solo
• Familiarity with at least one modern programming language, such as Python, TypeScript, or RubyFamiliarity with query languages such as SQL,and GraphQL
• Demonstrated ability to work autonomously, make sound decisions without direct supervision, and exercise good judgment on when to elevate versus solve independently
• Comfort with ambiguity and self-directed problem-solving, including researching solutions independently using documentation, runbooks, and prior tickets
• Resilience and composure when handling difficult technical or customer issues without immediate backup or a second opinion
• Ability to context-switch effectively between collaborative, team-based work (weekdays) and independent, self-directed work (weekends) without losing continuity
• An understanding of computer networking principles (Firewalls, Network Protocols, Subnetting)
• Experience supporting customers using AI and experience with leveraging AI to increase professional effectiveness
• Fuent Spanish
• Familiarity with Docker containers, Postgres, Redis/Valkey, load balancers, and cloud orchestration platforms (AWS, Azure, GKE, OpenShift), sufficient to triage and troubleshoot

Compensation

The base salary range for this role is $85,000 – $95,000 per year. This range reflects our good‑faith estimate of the base salary we reasonably expect to pay at hire. Final compensation will be determined based on factors such as job‑related skills, experience and location.

Tines offers a comprehensive benefits package, including [medical, dental, and vision insurance; a 401(k) plan with employer match; paid time off and paid holidays; paid sick leave; paid parental leave; and life and disability insurance.

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 a career 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 us the 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.