[Hiring] Technical Support Engineer II @Tines

Role Description

We're seeking an experienced Technical Support Engineer to join our Federal support team at Tines. In this role, you'll provide exceptional technical guidance to our Federal and adjacent customers while helping us scale and enhance our support operations.

As a key member of our support team, you'll:

• Resolve complex technical challenges with Tines Cloud and self-hosted deployments.
• Develop innovative solutions that help customers maximize their Tines investment.
• Guide users through product features and advanced functionality.
• Establish long-term relationships with our customers, enabling them to gain maximum benefit from Tines.

At Tines, we've created a collaborative environment where continuous learning and professional growth are valued and prioritized. If you're passionate about solving technical challenges, helping customers succeed, and growing with a dynamic team, we'd love to hear from you.

What you will be doing:

• End-to-end ownership of technical inquiries received across multiple channels (Slack, in-app chat, and email), maintaining high standards for responsiveness and ticket hygiene.
• Troubleshooting complex customer issues and providing guidance for both core applications (API integrations, security, multi-product workflows) and self-hosted customer infrastructure (deployment environments, networking, system dependencies) both asynchronously and over live remote sessions.
• Building, troubleshooting, documenting, and modifying workflows and/or on remote sessions with customers.
• Serving as the Voice of the Customer by translating complex end-user challenges, bugs, and product feedback into clear, actionable reports for Engineering and Product teams to drive swift resolution and product improvements.
• Building strong cross-functional relationships across Support, Engineering, and Customer Success to refine internal workflows, improve escalation paths, and streamline knowledge sharing.
• Participating in a 24x7 on-call rotation for urgent customer support issues and related incident management.

Qualifications

• SaaS Support Experience: 5+ years in technical support roles within SaaS environments, demonstrating progressive responsibility and expertise.
• Public Sector & Federal Support Experience: Demonstrated experience supporting customers in regulated government environments, with a strong understanding of FedRAMP and IL5 compliance controls, CMMC guidelines, and Controlled Unclassified Information (CUI) handling requirements.
• Analytical Problem-Solving: Methodical approach to troubleshooting with strong analytical skills and logical thinking.
• API and Web Technology Expertise: Deep understanding of modern web architectures, including HTTP methods, REST and GraphQL APIs, and JSON data structures to diagnose integration failures and payload errors.
• Identity & Access Management (IAM): Practical experience configuring and debugging enterprise authentication standards (SAML, OAuth/OIDC, SCIM, and JIT provisioning) across identity providers (e.g. Okta, Azure AD/Entra ID, or Ping).
• Containers & Infrastructure: Hands-on experience deploying and debugging containerized applications with tools such as Docker/Docker Compose, Podman, Kubernetes (via Helm), and cloud services like AWS Fargate to resolve deployment and runtime issues.
• Database Fundamentals: Fundamental ability to read, understand, and execute SQL queries to inspect data state, verify system configurations, and support self-hosted application troubleshooting.
• Code Literacy: Ability to read and interpret code (such as Python, JavaScript, or Ruby) to analyze logic flows, read stack traces, and debug script-based workflows alongside customers.
• AI & Tooling Frameworks: Exposure to implementing or troubleshooting AI actions and agentic workflows, including LLM APIs, prompt structures, and protocols such as MCP.
• Escalation Management: Proven track record of owning and successfully resolving complex customer escalations.
• Customer-Centric Communication: Exceptional ability to communicate technical concepts clearly across diverse technical backgrounds, balancing technical accuracy with customer empathy and a sense of urgency.
• Self-Direction: Self-motivated with excellent organizational skills and ability to manage competing priorities effectively.

Requirements

• Understanding of computer networking principles, including firewalls, network protocols, and subnetting (desirable but not essential).
• A Tines certification (desirable but not essential).
• Due to the nature of this role and associated U.S. Government customer requirements, applicants must be U.S. citizens and must perform work while located within the United States.

Benefits

Tines provides equal employment opportunities to all employees and applicants for employment without regard to 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.