Technical Support Engineer I North America (Remote) , Boston

Tines Security Ltd.; Boston (MA); Remote; USD 85,000 - 95,000; Full time

Benefits offered by this job

Competitive salary

Startup equity & extended exercise

Private healthcare plans

Home office setup

25 days annual leave

Generous parental leave

Job summary

Tines, a security workflow company, is seeking a Technical Support Engineer in the US. You will troubleshoot REST/GraphQL APIs, implement workflows, and support customers across multiple channels. The role emphasizes AI actions, OAuth/JWT configuration, and strong customer communication.

The position offers a four-day work week with weekend coverage and flexible accommodation. Compensation ranges for the role are disclosed, with emphasis on security and customer satisfaction.

Qualifications

• 2+ years of technical support experience within a SaaS environment.
• Practical experience constructing, testing, and debugging REST and GraphQL API requests.
• Exposure to AI actions and agentic workflows, including LLM APIs and prompts.
• Experience troubleshooting in a web-based environment (HTTP, SSL, networking).
• Excellent written and verbal communication for handover docs and customer conversations.
• Ability to explain complex technical concepts to both technical and non-technical stakeholders.
• Experience handling inbound technical customer requests via chat and email.
• Self-motivated with good organizational and time management skills.
• Familiarity with at least one modern programming language (Python/TypeScript/Ruby).
• Familiarity with SQL and GraphQL querying.
• Proven customer empathy and ability to work autonomously.

Responsibilities

• Handle technical inquiries across Slack, in-app chat, and email with high responsiveness and ticket hygiene.
• Troubleshoot API integrations, systems issues, network and security impediments, and multi-product workflows.
• Resolve product or service problems by identifying causes and explaining solutions.
• Interpret API documentation and create Tines workflows.
• Configure authentication types such as OAuth and JWT.
• Document steps to connect tools and create workflows.
• Build, troubleshoot, document, and modify workflows during remote sessions with customers.
• Develop strong relationships across Support and the wider company, acting as voice of the customer.
• Provide product feedback and identify high-impact opportunities to improve customer experience.
• Write clear handover notes at shift changes to ensure context continuity.
• Make prioritization and escalation decisions, including paging on-call engineers when needed.

Skills

REST API

GraphQL API

AI actions

HTTP/SN

Communication

Troubleshooting

Project management

Technical documentation

Independent problem-solving

Cross-functional collaboration

Python/TypeScript/Ruby

SQL

Tools

Docker

PostgreSQL

Redis

Load balancers

AWS

Azure

GKE/OpenShift

Job description

Our Benefits

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

Job Details

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 JWT
• Documenting 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 MCP
• Experience 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 Ruby
• Familiarity 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

Desirable Experience

• An understanding of computer networking principles (Firewalls, Network Protocols, Subnetting)
• Experience supporting customers using AI and experience with leveraging AI to increase professional effectiveness
• Fluent Spanish
• Tines certification
• 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.

Benefits

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.

#LI-SW1

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.

Built by you,
powered by Tines