Technical Support Engineer – Level I

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $85k - $95k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 1%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Provide technical support and consultation to customers and colleagues • Handle technical inquiries through Slack, in-app chat, and email while maintaining responsiveness and ticket hygiene • Troubleshoot API integrations, systems issues, network and security impediments, third-party integrations, and multi-product workflows • Diagnose product or service problems and explain appropriate solutions • Interpret API documentation and create Tines workflows • Configure and implement authentication types including OAuth and JWT • Document connections to new tools and new workflows • Build, troubleshoot, document, and modify workflows during remote customer sessions • Collaborate with Support and wider company teams as the voice of the customer • Contribute to support resources and provide product feedback to leadership and internal teams • Identify product improvements, bugs, and opportunities to improve customer experience • Write structured handover notes between regional shifts • Independently prioritize, troubleshoot, and escalate issues during unsupervised weekend hours

🎯 Requirements

• 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 • Exposure to implementing or troubleshooting AI actions and agentic workflows, including LLM APIs, prompt structures, and MCP • Experience troubleshooting in a web-based environment, including HTTP, SSL, and basic networking • Excellent communication, analytical, and troubleshooting skills • Ability to communicate complex technical concepts to non-technical and technical stakeholders • Experience handling inbound technical customer requests via chat and email • Proven customer empathy, urgency, and technical competency • Self-motivated and goal-oriented with strong organizational and time management skills • Familiarity with at least one modern programming language, such as Python, TypeScript, or Ruby • Familiarity with SQL and GraphQL • Ability to work autonomously and make sound escalation decisions • Comfort with ambiguity and self-directed problem-solving • Resilience when handling difficult technical or customer issues • Ability to switch between collaborative weekday work and independent weekend work • Fluent Spanish is desirable • Tines certification is desirable • Familiarity with computer networking principles, Docker, Postgres, Redis/Valkey, load balancers, and cloud orchestration platforms is desirable

🏖️ Benefits

• Medical, dental, and vision insurance • 401(k) plan with employer match • Paid time off and paid holidays • Paid sick leave • Paid parental leave • Life and disability insurance