Technical Support Engineer II – Federal

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

📋 Description

• Take charge of technical inquiries received via Slack, in-app chat, and email.

• Resolve complex issues related to Tines Cloud, API integrations, security, multi-product workflows, and self-hosted infrastructure.

• Offer support through asynchronous communication and real-time remote sessions.

• Develop, troubleshoot, document, and adjust customer workflows.

• Convert customer challenges, bugs, and feedback into actionable reports for the Engineering and Product teams.

• Foster cross-functional relationships among Support, Engineering, and Customer Success teams.

• Enhance internal workflows, escalation paths, and knowledge sharing practices.

• Engage in a 24x7 on-call rotation for urgent support issues and incident management.

⛳️ Requirements

• Over 5 years of experience in technical support roles within SaaS environments.

• Experience in providing support to customers in regulated government sectors.

• Familiarity with FedRAMP and IL5 compliance controls, CMMC guidelines, and CUI handling requirements.

• Strong analytical and logical troubleshooting capabilities.

• In-depth knowledge of HTTP methods, REST and GraphQL APIs, and JSON data structures.

• Experience in configuring and troubleshooting SAML, OAuth/OIDC, SCIM, and JIT provisioning with identity providers like Okta, Azure AD/Entra ID, or Ping.

• Practical experience with Docker/Docker Compose, Podman, Kubernetes via Helm, and AWS Fargate.

• Proficiency in reading, understanding, and executing SQL queries.

• Ability to read and interpret Python, JavaScript, or Ruby code.

• Familiarity with AI actions, agentic workflows, LLM APIs, prompt structures, and MCP.

• Proven history of successfully resolving complex customer escalations.

• Exceptional technical communication skills and customer empathy.

• Strong organizational skills with the ability to manage multiple priorities effectively.

• U.S. citizenship is required.

• Must perform work while residing within the United States.

🏝️ Benefits

• Opportunities for continuous learning and professional development.

• A collaborative work environment.

• Commitment to equal employment opportunities.