Technical Support Engineer II

Founded in 2018 in Dublin, Tines is a smart, secure workflow platform designed to automate any manual task, regardless of complexity. By automating workflows, Tines empowers frontline teams to reduce monotonous, manual work and free up valuable time and resources.

Tines is an integrator across your entire stack - if it offers an API, Tines connects with it. Having firmly established Tines as the de-facto automation platform for cybersecurity teams, we’re expanding horizontally to IT, Product, Engineering, and Infrastructure teams. Tines was built for everyone, delivering transformative and innovative enterprise software to industry leaders like Canva, Intercom, Databricks, Mars and Reddit.

We’re excited about what we’re doing and what’s to come, and we’re looking for others who can lead by our values of Simplicity, Speed, and Soundness. Because Tines is about delivering exceptional customer experiences, while creating a company culture that nurtures individual curiosity, growth, and integrity.

This is a remote position that can be based on the West Coast or Hawaii - PST or HST.

We are looking for a Technical Support Engineer II to join our new Customer Support Engineering Division at Tines. This dynamic and expanding team supports our rapid growth and expansion in North America and world wide.

We are looking for an experienced technical support engineer to assist our existing clients in resolving their technical problems when using Tines products and services and also help grow and scale the team.

As a Technical Support Engineer, you will resolve customer technical queries (Tier 1 and Tier 2), recommend technical solutions, and guide Tines product users through features and functionalities.

Being the face of Tines’ Technical Support to our customers is key to establishing a long-term relationship with our existing customers, enabling them to gain maximum benefit from Tines’ software and assisting them to gain efficiencies in their day-to-day work.

You’ll join a supportive company that takes great pride in our work. We’re eager to help grow each other’s abilities and to create an environment where we can do our best work.

What you will be doing

• Handling incoming technical queries via IM and email as well as escalations from other members of the Tines organization
• Troubleshoot customer inquiries, including but not limited to API integrations, systems issues, network and security-related impediments, 3rd party integrations, and multi-product workflows
• Resolve product or service problems by exploring the client's request, determining the cause of the problem, and selecting and explaining the best solution to solve the problem
• Interpreting API documents and creating Tines stories
• Build strong relationships with other team members within Support and the wider company acting as the voice of the customer
• Configuring and implementing authentication types like OAuth and JWT
• Documenting the steps needed to connect to new tools or document any new stories
• Building, troubleshooting, documenting, and modifying stories on remote sessions with customers
• 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
• Promotes Tines products and services to customers and prospective customers via evaluation of their service and support needs
• Proactively engaging with other teams to help improve processes and features.

What you will bring to the role

• Experience in a technical support role with a SaaS company
• Experience with APIs, interpreting API documentation and SDKs
• Superb coaching, customer service, and communication skills
• Experience with owning and successfully resolving customer escalations
• Experience handling inbound technical customer requests in various form channels (chat, email)
• Familiarity with at least one modern markup and programming language such as XML, C#, Python, PHP, JavaScript/jQuery, or similar.
• Experience troubleshooting in a web-based environment, including HTTP, JSON, HTML
• Self-motivated, goal-oriented, excellent organizational skills, and superior time management skills
• Familiarity with structured query languages such as SQL
• Excellent software troubleshooting skills; ability to think methodically and logically
• A proven track record of customer empathy, urgency, and technical competency
• An understanding of the computer networking principles (Firewalls, Network Protocols, Subnetting) is beneficial but not required
• Tines certification is beneficial but not required

At Tines, we’re all about trying new things and taking the leap. If you’re second-guessing your application, we hope you’ll trust your gut and take the leap too! Applying for a new job isn’t always easy, especially if you’re thinking of a career pivot – but we’re big believers in learning and growth here at Tines, so you’ve nothing to worry about. A variety of experience, perspectives, and voices makes us the company we are. We’d love to hear from you.

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.