About the Job
As an integrator across the entire tech stack, Tines is vendor-agnostic integrating with any API-enabled service. This flexibility enables our customers to achieve their highest-priority goals faster. Tines has security woven into its DNA, and our platform is secure and private by design.
At Tines, we're driven by our values of Simplicity, Speed, and Soundness. We're committed to delivering exceptional customer experiences while fostering a company culture that nurtures individual curiosity, growth, and integrity. We’re excited about what’s next, and we’re looking for others to join us on our journey...
A Technical Support Engineer provides technical support and consultation to customers and colleagues. They are essential in troubleshooting and diagnosing technical issues, providing timely resolutions, and ensuring customer satisfaction.
Required Skills & Abilities
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, using developer documentation and SDK examples to understand and troubleshoot integrations
Exposure to implementing or troubleshooting AI actions and agentic workflows, including LLM APIs, prompt structures, and protocols such as MCP
Experience troubleshooting in a web-based environment, including HTTP, SSL, and basic networking
Excellent communication, analytical, and troubleshooting skills, including clear written communication for handover documentation given the reliance on asynchronous handoffs with other regional shifts
Ability to communicate complex technical concepts to non-technical and technical stakeholders alike
Experience handling inbound technical customer requests in various form channels (chat, email)
A proven track record of customer empathy, urgency, and technical competency
Self-motivated and goal-oriented with excellent organizational and time management skills and a consistent quality bar whether working alongside the team or solo
Familiarity with at least one modern programming language, such as Python, TypeScript, or Ruby
Familiarity with query languages such as SQL, and GraphQL
Demonstrated ability to work autonomously, make sound decisions without direct supervision, and exercise good judgment on when to escalate versus solve independently
Comfort with ambiguity and self-directed problem-solving, including researching solutions independently using documentation, runbooks, and prior tickets
Resilience and composure when handling difficult technical or customer issues without immediate backup or a second opinion
Ability to context-switch effectively between collaborative, team-based work (weekdays) and independent, self-directed work (weekends) without losing continuity
Desirable Experience
An understanding of computer networking principles (Firewalls, Network Protocols, Subnetting)
Experience supporting customers using AI and experience with leveraging AI to increase professional effectiveness
Fluent Spanish
Tines certification
Familiarity with Docker containers, Postgres, Redis/Valkey, load balancers, and cloud orchestration platforms (AWS, Azure, GKE, OpenShift), sufficient to triage and troubleshoot
