Technical Support Engineer - West - Tines

Founded in 2018 with co-headquarters in Dublin and Boston, Tines powers some of the world's most important workflows. Our intelligent workflow platform applies AI, automation, and integration with human ingenuity to drive real business results.

Tines serves a diverse range of customers, from startups to public companies, including Canva, Databricks, Elastic, Kayak, Intercom, and McKesson. As an integrator across the entire tech stack, Tines is vendor-agnostic integrating with any API-enabled service. This flexibility enables our customers to achieve their highest-priority goals faster. And because Tines is secure and private by design, it’s popular with security, IT, engineering, finance, and other security-focused teams.

At Tines , we're driven by our values of Simplicity, Speed, and Soundness. We're committed to delivering exceptional customer experiences while fostering a company culture that nurtures individual curiosity, growth, and integrity. We’re excited about what’s next, and we’re looking for others to join us on our journey.

This is a remote role that must be based in PST or MST.

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.

What you will be doing

• Handling incoming technical queries via IM and email
• 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 workflows
• 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 workflows
• Building, troubleshooting, documenting, and modifying workflows 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
• Promote 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 b