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Tines · 1 month ago

Senior Technical Support Engineer

United States

Full-time

Remote

Senior Level, Lead/Staff

8+ years exp

Tines is a company founded in 2018 with co-headquarters in Dublin and Boston, specializing in orchestration, automation, and AI platforms. They are seeking a Senior Technical Support Engineer to provide technical support and consultation to customers, sales teams, and service partners, focusing on troubleshooting complex technical issues and ensuring customer satisfaction.

Artificial Intelligence (AI)Cyber SecurityData IntegrationEnterprise SoftwareSecuritySoftware

Growth Opportunities

Responsibilities

Providing prompt responses to and taking ownership of enterprise customers, partners, and colleagues’ queries, with an ability to build, troubleshoot, or modify workflows on calls with customers

Assisting prospects, customers, partners, and colleagues with advanced Tines queries

Providing deep knowledge of formulas used within Tines, as well as common patterns like pagination

Taking ownership of escalations from colleagues as required

Hosting regular meetings with engineers to review open tickets and escalations, as well as structured mentoring to ensure they have the technical skills they need

Conduct case reviews and recommend development opportunities to support management

Partnering with the marketing team for events, blogs, webinars, or write-ups as needed

Helping shape the future of new features with detailed write-ups, feedback, ideas, and early-stage testing

Working on specific documentation projects as well as creating, reviewing, and approving content for the Tines Explained knowledge base

Providing on-call support for weekends and public holidays

Qualification

API implementationTechnical support experienceAutomation use casesPostmanContainerizationAnalytical skillsTroubleshooting skillsMentoring skillsCommunication skills

Required

Comfortable using standard tools like Postman to test APIs

Significant experience working with and implementing APIs, including poorly documented ones, and connecting to APIs that require complex authentication, such as signed signatures

Technical curiosity about technology and automation

Experience with containerization, such as Docker, Fargate, and Kubernetes

Knowledge of and experience implementing complex automation use cases

Proven mentoring and coaching skills

Eight years plus of technical support experience in automation or a related field

Excellent analytical and troubleshooting skills

Experience with communicating complex technical ideas to non-technical and technical stakeholders alike