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Staff Technical Support Engineer

Tines

Tines

IT, Customer Service
United States · Canada · Mexico
Posted on Thursday, July 11, 2024

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.

We are seeking a Staff Technical Support Engineer to join our customer support engineering team at Tines. This dynamic and expanding team supports our rapid growth and expansion in North America and worldwide.

A Staff Support Engineer provides advanced technical support and consultation to customers, partners, and internal colleagues. They are essential in troubleshooting and diagnosing complex technical issues, providing timely resolutions, and ensuring customer satisfaction.

This position focuses on enabling prospects, colleagues, customers, and partners and working directly on resolving escalated support cases. Other members of Tines will escalate the majority of these cases where architecture and platform expertise are required.

Being the face of Tines’ Technical Escalated Support is key to establishing a long-term relationship with our existing customers and partners, 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

  • Work on the underlying architecture of self-hosted-related issues, bugs, and service availability issues.
  • Assists with escalations and bugs from support, customer success engineers, and sales engineers
  • Troubleshoot complex customer inquiries, including but not limited to systems issues, network, and security-related items
  • Will be a full or joint owner along with the support or sales engineer of any appropriate customer issues
  • Comfortable interpreting API documents and creating Tines stories
  • Able to configure and implement most authentication types like OAuth and JWT
  • Documents any articles required for deploying, upgrading, and troubleshooting Tines or associated platforms
  • Works with partners and prospects as needed on any platform or self-hosted issues
  • Assists with any self-hosted related professional services engagements
  • Proactively identify improvements to the product, identify bugs, and otherwise determine high-impact opportunities to enhance the customer experience
  • Acts as a trusted advisor to all internal technical teams and external partners

What you will bring to the role

  • 12+ years of technical support experience in automation or a related field
  • Certified or experienced in AWS Fargate, Docker, Kubernetes, GCP, etc
  • Knowledge of SAML and SMTP
  • Expert-level network troubleshooting experience
  • Experience with Honeycomb, DataDog, or similar tools
  • Proven track record of excellent customer service and escalation management
  • Diligent ownership of issues, including bugs
  • Excellent analytical and troubleshooting skills
  • Experience with communicating complex technical ideas to non-technical and technical stakeholders alike
  • Coaching and mentoring experience
  • Tines Advanced certified 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.