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Technical Support Engineer

3 months ago

Remote, Vietnam Tines Full time

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.


Our growing Knowledge, Education + Support organisation is growing, so we're hiring a Technical Support Engineer to join us to cover PST or MT working hours.

Tines' technical support engineers provide technical support and consultation to customers and internal 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 customer and community technical queries.

This is an exciting opportunity to join for an experienced Support Engineer who can work with customers working in Security, IT + Engineering roles. Part of our interview assessment involves building a workflow in Tines which you can sign up for here:

What you will be doing

  • Handling incoming technical queries via IM and email, as well as queries 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
  • 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 will bring to the role

Experience:

  • 2 years plus of technical support experience in a SaaS product company
  • Experience with a variety of APIs, interpreting API documentation and SDKs
  • Experience handling inbound technical customer requests in various form channels (chat, email)
  • Experience troubleshooting in a web-based environment, including HTTP, JSON, HTML

Soft & Technical Skills:

  • Excellent communication, analytical and troubleshooting skills
  • A proven track record of customer empathy, urgency, and technical competency
  • Self-motivated, goal-oriented, excellent organizational skills, and superior time management skills
  • Ability to communicate complex technical ideas to non-technical and technical stakeholders alike

Knowledge:

  • Familiarity with at least one modern markup and programming language such as XML, C#, Python, PHP, JavaScript/jQuery, or similar.
  • Familiarity with structured query languages such as SQL

Beneficial, but not essential:

  • An understanding of the computer networking principles (Firewalls, Network Protocols, Subnetting)
  • Tines Advanced certified

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.