Technical Support Engineer I for SaaS APIs & AI Workflows

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 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.