[Hiring] Technical Support Engineer I @Tines

Role Description

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. This position focuses on responding to, owning, and resolving users' technical queries.

Schedule:

• Sunday - Wednesday, 6:00 am – 16:00 pm local time
• Weekday shifts embedded alongside the wider Support team
• Weekend shifts (Sunday) worked solo and unsupervised
• Handing over to and from other regional shifts as part of a follow-the-sun rotation

What you will be doing:

• Handling technical inquiries received across multiple channels (Slack, in-app chat, and email), maintaining high standards for responsiveness and ticket hygiene
• Troubleshoot customer inquiries, including but not limited to API integrations, systems issues, network and security-related impediments, 3rd party integrations, and multi-product workflows
• Interpreting API documents and creating Tines workflows
• Configuring and implementing authentication types like OAuth and JWT
• Documenting the steps needed to connect to new tools or document any new workflows
• Building, troubleshooting, documenting, and modifying workflows on remote sessions with customers
• Building strong relationships with other team members within Support and the wider company, acting as the voice of the customer
• Contribute to Customer Support resources and deliver meaningful product feedback as the voice of the customer to leadership and relevant internal teams
• Proactively identify improvements to the product, identify bugs, and otherwise determine high-impact opportunities to enhance the customer experience
• Writing clear, structured handover notes at the start and end of each shift
• Making independent judgment calls on prioritization, troubleshooting approach, and escalation while working solo during unsupervised weekend hours

Qualifications

• 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
• 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 in various form channels (chat, email)
• A proven track record of customer empathy, urgency, and technical competency
• Self-motivated, goal-oriented, with excellent organizational and time management skills
• 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 and make sound decisions without direct supervision
• Comfort with ambiguity and self-directed problem-solving
• Resilience and composure when handling difficult technical or customer issues
• Ability to context-switch effectively between collaborative and independent work

Desirable Experience

• An understanding of the computer networking principles (Firewalls, Network Protocols, Subnetting)
• Experience supporting customers using AI and leveraging AI to increase professional effectiveness
• Fluent German
• Tines certification
• Familiarity with Docker containers, Postgres, Redis/Valkey, load balancers, and cloud orchestration platforms (AWS, Azure, GKE, OpenShift)