Technical Support Engineer I

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Deliver technical assistance and guidance to both customers and team members.

• Address technical questions through Slack, in-app chat, and email platforms.

• Diagnose issues related to API integrations, system malfunctions, network and security barriers, third-party integrations, and multi-product workflows.

• Analyze API documentation and develop Tines workflows accordingly.

• Set up and execute OAuth and JWT authentication processes.

• Record connections to new tools and workflows.

• Create, troubleshoot, document, and adjust workflows during remote sessions with customers.

• Work in collaboration with the Support team and other company departments while representing the customer's perspective.

• Enhance Customer Support resources and share product feedback with leadership and internal teams.

• Recognize product enhancements, bugs, and opportunities to improve the customer experience.

• Prepare shift handover notes for regional teams.

• Make independent decisions regarding prioritization, troubleshooting, and escalation during unsupervised weekend hours.

⛳️ Requirements

• A minimum of 2 years of technical support experience in a SaaS environment, preferably in automation or a related domain.

• Hands-on experience in constructing, testing, and debugging REST and GraphQL API requests.

• Familiarity with implementing or troubleshooting AI actions and agentic workflows, including LLM APIs, prompt structures, and protocols like MCP.

• Experience in troubleshooting within a web-based environment, covering HTTP, SSL, and basic networking.

• Strong communication, analytical, and troubleshooting abilities.

• Capability to convey complex technical ideas to both technical and non-technical stakeholders.

• Experience managing inbound technical customer inquiries via chat and email.

• Knowledge of at least one modern programming language, such as Python, TypeScript, or Ruby.

• Understanding of query languages like SQL and GraphQL.

• Ability to operate independently and make informed decisions without direct oversight.

• Comfort with uncertainty and self-directed problem-solving.

• Ability to switch between collaborative and independent work modes.

• Availability from Sunday to Wednesday, 6:00 am to 4:00 pm local time.

• Proficiency in German is preferred but not mandatory.

• Tines certification is preferred but not mandatory.

🏝️ Benefits

• Equal employment opportunities regardless of sex, race, color, 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.