Technical Support Engineer – Level I

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

📋 Description

• Offer technical support and guidance to both customers and team members.

• Address technical inquiries via Slack, in-app chat, and email while ensuring responsiveness and maintaining ticket cleanliness.

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

• Identify product or service issues and provide suitable solutions.

• Analyze API documentation and develop Tines workflows.

• Set up and implement various authentication methods, including OAuth and JWT.

• Document connections to new tools and workflows.

• Construct, troubleshoot, document, and refine workflows during remote sessions with customers.

• Work collaboratively with the Support team and other departments as the customer's representative.

• Contribute to support materials and relay product feedback to leadership and internal teams.

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

• Compose structured handover notes for regional shift transitions.

• Independently manage priorities, troubleshoot, and escalate issues during unsupervised weekend hours.

⛳️ Requirements

• Over 2 years of experience in technical support within a SaaS environment, preferably in automation or a related sector.

• 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 MCP.

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

• Outstanding communication, analytical, and problem-solving abilities.

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

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

• Demonstrated customer empathy, urgency, and technical expertise.

• Self-driven and goal-oriented with excellent organizational and time management skills.

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

• Understanding of SQL and GraphQL.

• Ability to work independently and make informed escalation decisions.

• Comfort in handling ambiguity and self-directed problem-solving.

• Resilience in dealing with challenging technical or customer issues.

• Capability to alternate between collaborative weekday tasks and independent weekend responsibilities.

• Proficiency in Spanish is a plus.

• Tines certification is a plus.

• Familiarity with computer networking concepts, Docker, Postgres, Redis/Valkey, load balancers, and cloud orchestration platforms is advantageous.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) plan with employer matching.

• Paid time off and recognized holidays.

• Paid sick leave.

• Paid parental leave.

• Life and disability insurance.