Technical Support Engineer II – Federal

🕒 October 15

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 14%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 26 days.
• Jobs at this company usually fill in 48 days.
• No salary listed.

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Tines

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

💼 Consulting

📦 Logistics

☁️ SaaS

Consulting • Logistics • SaaS

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.

📋 Description

• Own technical inquiries received through Slack, in-app chat, and email • Troubleshoot complex issues involving Tines Cloud, API integrations, security, multi-product workflows, and self-hosted infrastructure • Provide support through asynchronous communication and live remote sessions • Build, troubleshoot, document, and modify customer workflows • Translate customer challenges, bugs, and feedback into actionable reports for Engineering and Product • Build cross-functional relationships across Support, Engineering, and Customer Success • Improve internal workflows, escalation paths, and knowledge sharing • Participate in a 24x7 on-call rotation for urgent support issues and incident management

🎯 Requirements

• 5+ years in technical support roles within SaaS environments • Experience supporting customers in regulated government environments • Understanding of FedRAMP and IL5 compliance controls, CMMC guidelines, and CUI handling requirements • Strong analytical and logical troubleshooting skills • Deep understanding of HTTP methods, REST and GraphQL APIs, and JSON data structures • Experience configuring and debugging SAML, OAuth/OIDC, SCIM, and JIT provisioning across identity providers such as Okta, Azure AD/Entra ID, or Ping • Hands-on experience with Docker/Docker Compose, Podman, Kubernetes via Helm, and AWS Fargate • Ability to read, understand, and execute SQL queries • Ability to read and interpret Python, JavaScript, or Ruby code • Exposure to AI actions, agentic workflows, LLM APIs, prompt structures, and MCP • Proven track record resolving complex customer escalations • Exceptional technical communication and customer empathy • Strong organizational skills and ability to manage competing priorities • U.S. citizenship required • Must perform work while located within the United States

🏖️ Benefits

• Continuous learning and professional growth opportunities • Collaborative work environment • Equal employment opportunities

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