Technical Support Engineer I - SaaS/API Troubleshooter (4-Day Week)

Tines; Boston (MA); On-site; USD 85,000 - 95,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) match

Paid time off

Paid holidays

Parental leave

Job summary

Tines, a leading intelligent workflow platform, is hiring a Technical Support Engineer in Boston. You will handle multi-channel inquiries, troubleshoot API integrations, and help customers optimize automation workflows.

The role blends remote-friendly practices with on-site collaboration, supporting follow-the-sun coverage and strong customer outcomes. Bring 2+ years in SaaS support, API know-how, and comfort with modern languages and databases.

Qualifications

• 2+ years of technical support experience within a SaaS environment.
• Experience constructing, testing, and debugging REST and GraphQL API requests.
• Exposure to AI actions and agentic workflows, including LLM APIs.
• Troubleshooting in a web-based environment (HTTP, SSL, networking).
• Clear written communication for handovers and escalation.
• Ability to convey complex concepts to technical and non-technical stakeholders.
• Autonomous work style with strong prioritization and problem solving.
• Familiarity with at least one modern programming language and SQL/GraphQL.

Responsibilities

• Handle technical inquiries via Slack, in-app chat, and email with high responsiveness.
• Troubleshoot API integrations, system issues, and multi-product workflows.
• Explain solutions and guide customers to effective resolutions.
• Interpret API docs and create Tines workflows.
• Configure OAuth and JWT authentication for integrations.
• Document steps to connect to tools and new workflows.
• Build and troubleshoot workflows during remote sessions with customers.
• Maintain relationships with Support and other teams, including weekend coverage.
• Contribute product feedback and identify high-impact improvements.
• Write clear handover notes for regional teams at shift changes.

Skills

Technical support

API troubleshooting

AI actions / agent workflows

REST / GraphQL

Communication

Programming basics (Python, TS, Ruby)

SQL / GraphQL querying

Autonomous work

Time management

Networking basics

Spanish (desirable)

Tools

Docker containers

Postgres

Redis/Valkey

Load balancers

Cloud platforms (AWS/Azure/GKE/OpenShift)

Job description

Tines, a leading intelligent workflow platform, is hiring a Technical Support Engineer in Boston. You will handle multi-channel inquiries, troubleshoot API integrations, and help customers optimize automation workflows.

The role blends remote-friendly practices with on-site collaboration, supporting follow-the-sun coverage and strong customer outcomes. Bring 2+ years in SaaS support, API know-how, and comfort with modern languages and databases.