Technical Support Engineer – Level I
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Job Description
Technical Support Engineer supporting Tines, an intelligent workflow automation company. Troubleshooting APIs, integrations, authentication, and customer workflows across a follow-the-sun support schedule.
Responsibilities:
- 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
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