Technical Support Engineer I
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Job Description
Technical Support Engineer troubleshooting APIs, integrations, and automations for Tines, an intelligent workflow company. Supporting customers across chat, email, and remote workflow sessions.
Responsibilities:
- Provide technical support and consultation to customers and colleagues
- Handle technical inquiries across Slack, in-app chat, and email
- Troubleshoot API integrations, systems issues, network and security impediments, third-party integrations, and multi-product workflows
- Interpret API documentation and create Tines workflows
- Configure and implement OAuth and JWT authentication
- 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 while acting as the voice of the customer
- Contribute to Customer Support resources and provide product feedback to leadership and internal teams
- Identify product improvements, bugs, and opportunities to enhance customer experience
- Write shift handover notes for regional teams
- Make independent prioritization, troubleshooting, and escalation decisions 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 protocols such as 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 alike
- Experience handling inbound technical customer requests via chat and email
- Familiarity with at least one modern programming language, such as Python, TypeScript, or Ruby
- Familiarity with query languages such as SQL and GraphQL
- Ability to work autonomously and make sound decisions without direct supervision
- Comfort with ambiguity and self-directed problem-solving
- Ability to context-switch between collaborative and independent work
- Must be available Sunday–Wednesday, 6:00 am–16:00 pm local time
- Fluent German is desirable, not required
- Tines certification is desirable, not required
Benefits:
- Equal employment opportunities regardless of sex, race, colour, ethnic or social origin, genetic features, language, religion or belief, political or any other opinion, membership of a national minority, property, birth, disability, age or sexual orientation
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