Senior Technical Support Engineer

September 29

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Tines

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SaaS • Cybersecurity • Enterprise

Tines is a leading automation platform that empowers security teams and IT professionals to create, run, and monitor workflows in real-time. With a focus on AI-powered automation, Tines connects with a wide range of products and APIs to streamline processes and enhance productivity across various teams, including security, IT, infrastructure, and engineering. It provides tools for building apps and self-service portals, enabling organizations to integrate systems, manage risk, automate incident responses, and drive operational efficiencies. Built for enterprise-grade transparency and compliance, Tines fuels smarter, more secure work environments with ease of use and rapid deployment.

51 - 200 employees

Founded 2018

☁️ SaaS

🔒 Cybersecurity

🏢 Enterprise

📋 Description

• Provide technical support and consultation to customers, sales teams, and service partners; troubleshoot and diagnose complex technical issues and ensure customer satisfaction • 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

🎯 Requirements

• 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